25 April 07: Ultimate Insurance
Solutions, a provider of claims handling for motor
and household insurance, has purchased GemaTech’s
Business Continuity Manager solution, BCMLITE, to
provide instantaneous and seamless recovery of incoming
telephone calls, should disaster strike.
Established in 1996, Ultimate deals with some
of the UK’s largest financial services institutions,
providing a range of services from basic claims
outsourcing to complete underwriting of product
sales and claims management process. As a recognised
leader in customer satisfaction Ultimate enables
companies who decide to outsource their claims
handling process to improve their customer relations
as well as their efficiency.
The decision to implement BCMLITE, following the
successful installation of SVRLITE (Secure Voice
Recording), was based on the capacity of BCMLITE
to improve call handling response across the business
without affecting Ultimate’s quality of service.
As Brian Lambert, Managing Director at Ultimate,
explains, “The company invests a great deal
in training staff and developing a high level of
customer service so it seemed only natural to introduce
a continuity plan that could guarantee this in
the event of a disaster.”
Although Ultimate investigated other solutions
available on the market, they felt that the simplicity,
cost and expertise provided by GemaTech overruled
all others.
Lambert continues, “Since the SVRLITE and
BCMLITE solutions from GemaTech were introduced
we have seen employee turnover decrease significantly
and staff competence and company efficiency have
increased.”
Located in the carrier’s exchange, BCMLITE
enables Ultimate to re-direct phone lines to its
two workplace recovery sites (or anywhere else
for that matter) in the event of an emergency.
Every call received on the company’s 0870
numbers is automatically routed through BCMLITE
and forwarded on to the Portsmouth head office
so, in the event of any disruption, there is no
need to implement a new system - the calls enter
the system in the same manner but instead of being
directed to the head office they are automatically
redirected to the workplace recovery sites, employees’ mobiles
or homes as required.
Lambert continues, “The great thing about
BCMLITE is the flexibility. This is not an all
or nothing solution – it can handle both
a complete disaster and smaller problems that cause
separate parts of the business to be unavailable.
For example, if there is a problem with personal
claims just those numbers can be diverted to a
separate site.”
Commenting on the relationship with GemaTech,
Lambert concludes, “While there is currently
no legislative requirement for voice recording,
it is inevitable that the Financial Services Authority
will demand its adoption at some point to ensure
good business practice. GemaTech’s ability
to combine high quality voice recording with robust
yet flexible telecoms business continuity planning
is a major commercial advantage today that also
ensures compliance with any future legislation.”
About
GemaTech:
GemaTech designs and develops products and solutions which deliver
telephony business continuity and secure voice recording by obviating
telecommunication failure and aiding dispute resolution respectively.
GemaTech
has over 10 years expertise in developing niche
applications for the telecommunications industry.
Founded in 1995, and headquartered in Guernsey,
GemaTech also has operations in Basingstoke,
and San Diego.
GemaTech
specialise in delivering cost effective, scaleable
solutions ensuring that organisations, large
or small, can benefit from the deployment of
gematech’s innovative technology delivering
measurable and quantifiable returns on investment.
GemaTech’s
unique business continuity products and services
are capable of ensuring the instantaneous, seamless
and total recovery of 100% of an organisation’s
incoming calls, the lifeblood of any company,
by intelligently re-directing any number of individual
DDIs to any number of alternative destinations – and
activated in seconds after an invocation.
GemaTech’s
secure voice recording product, available as
an additional module to enhance the business
continuity products, enables all re-routed calls
to be call recorded, as well as a stand alone
product delivering a number of unique features
including dual channel or “stereo” recording
of all calls, ideal for dispute resolution.
GemaTech
has customers across many vertical sectors, including
financial services, banking and insurance and
the travel industry. Some of GemaTech’s
key customers include, Travel Councellors, Regency
Mortgage Brokers, Kudos Research, Access Accounting,
Message Labs, Ultimate Insurance and Richmond
Corporate Services.
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