Case studies
We don't name clients without their permission, but here are representative examples of recent engagements.
National accident management group — FNOL redesign delivers 26% AHT reduction
A leading UK accident management company engaged us to overhaul their first notification of loss (FNOL) contact centre. Agents were spending too long on calls that should be straightforward, and customers were experiencing long waits at exactly the wrong moment. We redesigned the call flow, rebuilt the scripting and coaching framework, and restructured scheduling around peak accident reporting times. AHT fell 26% within eight weeks, while CSAT improved markedly.
Accident & hire management provider — hire car authorisation queue transformed
An accident and hire management business was losing customers at the hire car authorisation stage — a critical touchpoint where delays caused frustration and drop-off. We mapped the end-to-end authorisation workflow, identified three key bottlenecks, and redesigned both the process and the agent training programme around them. Average authorisation time fell from 18 minutes to under 7, and customer satisfaction at this stage jumped significantly.
National accident management — quality redesign puts empathy at the centre
A fast-growing national accident management company with 300 agents was struggling to maintain quality and consistency as volumes grew. Their existing QA framework scored calls on compliance checkpoints but missed what actually matters to someone who has just been in a collision — empathy, clarity, and speed. We redesigned the framework around the customer's emotional journey, built a structured coaching programme for team leaders, and introduced real-time performance dashboards. Overall satisfaction scores rose from 68 to 84 over six months.