What was the challenge?
To transform, digitise and automate existing manual and paper based business processes, across all stages of their sale process (from initial enquiry, through sales management, surveying and invoicing), with the aim of:
- Accelerating the enquiry to completion stage.
- Providing greater transparency on activity throughout the purchase process.
- Providing surveyors with the right tools to manage jobs and capture required information on-site in an efficient manner.
A progressive web app that allows for both online and offline access.
From an account management perspective, the web application has introduced automated importing of sales leads from a variety of sources and the auto assignment of enquiries to staff based on location.
In addition to this, the sales team can now record and report on all interactions and communications against each sale, centrally within the system – tracking them through the opportunity, qualification, proposal and quoting stages.
The overall process for the customer in terms of how they enquire, provide information and ultimately accept or reject any insurance quotations has been digitally transformed. Paper based proposal forms have been replaced with online versions. Completed by clients, these forms are now prefilled with any known information, reducing time to complete.
Upon completion, forms are uploaded automatically into the platform and are used by the accounts team to formulate a quotation. Similar to the proposal forms, quotations are digitally generated via the platform. All relevant information is collated, including associated documents, and is subsequently sent by email to the potential client, from where they can choose online to mark the quotation as either accepted or rejected.
As part of the application, a dedicated surveyor is assigned to each account and is responsible for undertaking a series of on-site technical assessments of each property throughout the build process. As this work often takes place on a building site, an offline module was developed specifically for the surveyors, whereby they can capture all required information on-site, sync directly to the central platform and produce the required reports easily and at the touch of a button.
As a result of the custom digital solution, GHW have successfully transformed their process of purchasing insurance, both internally and for their clients. The solution has completely innovated and automated their manual and paper based processes to the point that all clients are now using the digital solution and the company will be entirely paperless by early 2022.
The registration process is now 12x quicker than the previous paper and spreadsheet based systems and sales leads are getting to the relevant salesperson in half the time – speeding up response times of new enquiries and claims.
Since the implementation of the digital solution, there has been an increase in the number of leads and new clients, increasing workload internally by 55.5% on average across all regions. The existing team has been able to effectively manage the increase thanks to the efficiencies gained across the sales process.
Final certificates are now easily prepared for clients with a few clicks of a button and are completely online, where previously they would have been printed and posted. The turnaround time for final certificates has been reduced by over 50%, to only 24-48 hours.
There have been huge savings on admin costs, approximately 79%, including postage, paper, printing, and the company is on target to be paperless by early 2022.
For field based surveyors, they now have the digital tools to manage jobs and capture required information on-site in an efficient manner. Surveyors are saving significant time on on-site assessments and report production. Since inception, the surveyors have conducted almost 67,000 inspections on more than 12,000 site visits. They have seen a 30% increase in productivity from the survey team, whilst also reducing travel and diesel costs.
Sales leads are getting to the relevant salesperson in half the time – speeding up response times of new enquiries and claims.
Clients have complete transparency and visibility on progress on their case – reducing ambiguity and providing excellent customer service.
Surveyors are saving significant time on on-site assessments and report production – with a 30% increase in productivity.