Gorman Hooper Dolan Insurance Taking No Risks with New Telephony and Call Recording Solution from Intellicom - Case Study : GHD
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Gorman Hooper Dolan Insurance Taking No Risks with New Telephony and Call Recording Solution from Intellicom Case Study : GHD Intelligent Communications
Gorman Hooper Dolan Insurance
Taking No Risks with New Telephony
and Call Recording Solution from
Intellicom
Client: Gorman Hooper Dolan Sector: Insurance Services
About Gorman Hooper “Intellicom showed a willingness to
Dolan explore any query we raised and we
genuinely felt that no matter what we
Gorman Hooper Dolan is part of the Hooper
Dolan group and their business specialises in suggested or asked for they would
personal insurance for car, home and associated investigate it.”
farm businesses and general insurance with a
Ollie Gorman, Managing Director,
customer base across many business sectors.
Gorman Hooper Dolan
Their team is made up of dedicated insurance
professionals. These people live in the
Gorman Hooper Dolan Insurance Taking No Risks with New Telephony and Call Recording
community they serve and are dedicated to
Solution from Intellicom
finding the right insurance for each client. Their
staff work diligently to keep up with important
industry developments, so they can pass the Business Challenge
most accurate information on to every new
customer.
In a business sector where effective planning for risk is fundamental to success, Offaly based
insurance broker, Gorman Hooper Dolan was keenly aware that their telephony system and the call
recording system, they were obliged to have, required significant upgrading.
Solution Benefits
With offices in Birr, Gorman Hopper Dolan is part of the 150 person strong Hopper Dolan Group.
• More flexible and feature rich voice Their business specialises in personal insurance for car, home and associated farm businesses and
communications system – allowing higher call
general insurance where they are very strong in the commercial area with a mix of clients in
completion rates and redirection of calls to
haulage, motor trade, hospitality and in the manufacturing industry. They also have a growing
relevant business functions.
business in financial services. Offering insurance and financial services nationally, the majority of
their business is with customers in Offaly and neighbouring counties of Laois, Galway and
• Improved staff productivity – thanks to shorter
call and waiting times. Tipperary.
• Cloud based solution provides resilience and Insurance brokerage is a competitive industry and that aspect is increasing according to Ollie
allows quick and easy upgrades and expansion to
Gorman, managing director of Gorman Hooper Dolan Insurance.
current office or to integrate future office
locations.
“Customers are shopping around and while that presents us with many more opportunities to
• GDPR and PCI Compliant Call Recording service present our very competitive offering, we absolutely have to be completely and almost
provides security and certainty. instantaneously responsive to them. Missed calls, busy lines or ineffective call management cannot
happen if we are to have a chance to win and maintain the business. Sometimes it might be just
• Powerful call reporting – allowing full
one call but often we are in contact over a number of calls, we’re always on the phone here.”
transparency of team performance, marketing
activities and inbound and outbound call trend
Accessibility to team members is important in the sales process but that increases exponentially
analysis.
when a customer has a claim and needs to speak to someone urgently. “Perhaps our most
• Peace of mind – robust infrastructure with easy important role as an insurance broker is when a customer has experienced a significant or
administration and scalability. sometimes life changing event and needs to begin a claim process, said Gorman “Often we are
speaking with customers on the hardest of days and being accessible then is critical. That human
touch is fundamentally important and we are extremely proud of how the team supports
customers to move things forward.”Gorman Hooper Dolan Insurance
Taking No Risks with New Telephony
and Call Recording Solution from
Intellicom
Client: Gorman Hooper Dolan Sector: Insurance Services
intellicom Solution Business Challenge
Key Features
In going to market for a new telephony and call recording solution, Gorman Hopper Dolan were
aware that systems were in need of significant modernisation. In situ, there was a basic phone
• Intellicom | intune Cloud Telephony system
providing scalability and ease of deployment and system with limited flexibility and no functionality from a reporting perspective. GDPR
management. Ideal for quick and seamless requirements were another driver for them in the upgrade and they were keen to achieve full
addition and integration of new group sites compliance from a data protection and data retention perspective and make the telephone and
around the country.
call recording solution more secure but also easy to use.
Insurance companies and financial brokers are obliged, under industry regulations, to record and
• Feature-rich, customer experience out of the
retain telephone calls with customers. A specific nuance in relation to the PCI’s Data Security
box.
Standard (DSS) standard, which is in place to provide protection for stored cardholder data,
• Embedded PCI Compliant Call Recording dictates that the primary card number must be rendered unreadable anywhere it is stored. The
solution using the intellicom | intone PCI traditional method of ensuring this requirement was adhered to, during call recording, was to
Compliance application. pause the call while the number was verbally called out and restart call recording when completed.
• Simple, transparent licensing model which
For Gorman Hooper Dolan and other insurance companies, this approach presents a significant
reduces costs and provides clear pricing
risk. Gorman noted in identifying their key requirements from a new telephone and call recording
certainty.
system that this placed them in a vulnerable situation should a customer dispute what was
• Powerful reporting which streamlines discussed or committed to during this break in recording.
operations improves productivity and reduces
costs.
The Solution
• Systems integration to CRM systems allows for
screen pop and click to dial functions.
The Intellicom solution for Gorman Hooper Dolan, included a fully cloud-based scalable telephony
• Intellicom | inflow managed Broadband and solution. An additional broadband line has been installed as part of the solution from which the full
VoIP infrastructure providing scalability resilience IP based phone system is run. To provide additional security and resilience, a fall-back PSTN line is
and lower costs over traditional services.
also utilised to ensure that calls can be rerouted, if for some reason internet connectivity fails. Staff
have new IP desk phones with many useful features including speed dial buttons, ‘Presence’
• Flexible and scalable infrastructure which
functions which show when their colleagues are already on calls and headset ports and speaker
adapts to the changing business environment as
required. phone features for hands-free operation.
• Intellicom | insure support structure provides The new telephony system has given total flexibility to Gorman Hooper Dolan. Calls can be
proactive monitoring, management and support
automatically routed to the right person, whether that is in the office or onto their mobile or future
on an up to 24 x 7 x 365 basis.
remote office location. Severe weather events are typically a time of high call volumes with
customers initiating the claims process but it is also a time that employees may not be able to get
to the office. This issue is easily addressed by having numbers remotely rerouted to employees
Intellicom Limited mobiles or other landlines where customer calls can be handled as normal and issues addressed.
“For many customers, in times of need, we are similar to the emergency services and we just
Tel : +353(0)1 5566000
cannot afford to not be available to assist them.”
Fax : +353(0)1 5566099
Email : sales@intellicom.io
Web : www.intellicom.ioGorman Hooper Dolan Insurance
Taking No Risks with New Telephony
and Call Recording Solution from
Intellicom
Client: Gorman Hooper Dolan Sector: Insurance Services
Solutions & Services The Solution
Supplied
A key element of the project, Intellicom Intone is a new addition to the Intellicom suite of solutions
intellicom | intune Hosted Telephony
and has been deployed to address the issues arising by pausing call recording. With Intellicom
solution
Intone, the caller is invited to simply key in their credit card or account details using their mobile or
intellicom | inflow Managed Broadband &
desk phone keypad during the live call. The resultant data is automatically populated into the
Voice connectivity & infrastructure
payment application running on the agents PC. The telephone keypad tones are automatically
intellicom | intone PCI Compliance
filtered out and are not captured in the call-recording, which therefore does not have to be paused
Application for Call Recording
during the transaction. This provides greater PCI compliance, enhanced security and comfort for
both the company and for the customer.
“For those organisations with a legal requirement to record calls to achieve PCI Compliance, the
taking of credit card details for transactions leaves businesses open to significant pitfalls, said Cian
Maher, CTO of Intellicom. “Pausing the call recording to take credit card information verbally over
the phone results in a break in the record of what was discussed and no defence if either party
suggests something contentious was mentioned during that time. Intellicom Intone protects the
sanctity of the call recording whilst also providing the required security necessary to protect
sensitive credit card information transfer and achieve full PCI compliance.”
Business Benefits
Gorman Hooper Dolan initially went to two providers, selecting Intellicom, due to, as Ollie Gorman
notes “a willingness to explore any query we raised and genuinely felt that no matter what we
suggested or asked for they would investigate it. If their investigations showed that it would
ultimately deliver what we wanted, they would make it happen” Team members have also been
impressed by the user friendliness of the system and training has been specific to their needs.
“When technical issues do arise, someone is always on the end of the phone or available to call out
to our office and the responsiveness on the ticketing system is almost immediate. We are never far
from help, when we need it”, he commented but they are also enjoying a significant amount of
self-sufficiency in managing day to day requirements without engineer being required, which was
not possible with the old system.
Intellicom Limited
Tel : +353(0)1 5566000
Fax : +353(0)1 5566099
Email : sales@intellicom.io
Web : www.intellicom.ioGorman Hooper Dolan Insurance
Taking No Risks with New Telephony
and Call Recording Solution from
Intellicom
Client: Gorman Hooper Dolan Sector: Insurance Services
Business Benefits
From a business development perspective, the new telephony and call recording solution has
delivered significant benefits. “It’s given us greater intelligence on the enquiries and where they are
coming from. We are able to direct that traffic to the best people in the office and it has
streamlined that element for a start, giving customers a quicker response from the right person.”
Call recordings are securely stored but for authorised employees, access to them has been made
much easier with the new system from Intellicom. It is now regularly accessed to clarify questions
with clients or insurance companies, bringing a benefit to the company’s longer term Professional
Indemnity. “The call recording system has taken any doubt from the relationship and we have total
confidence that we have accurate and complete recordings,” said Gorman.
The greatest change has followed the implementation of Intellicom Intone. Commenting on how
this new offering from Intellicom has impacted their business, Gorman said, “Intellicom Intone has
removed the vulnerability that arose when pausing call recordings and given the company, our
agents and customers the confidence that everything said is on record and stored securely, should
issues arise. For us, it has been a simple but very important addition that is easily understood and
used by customers.”
In Gorman Hooper Dolan’s industry, understanding risk is everything but in working with Intellicom,
the risk has been removed. There is a confidence that the solution will grow as the business does
and with Intellicom Intone in place, there is no pause in their relationship with customers.
Intellicom Limited
Tel : +353(0)1 5566000
Fax : +353(0)1 5566099
Email : sales@intellicom.io
Web : www.intellicom.ioYou can also read
