Technological flexibility brings competitive advantage to We Fight Any Claim

© Altitude Software Case Study – all rights reserved 2

We fight any claim

We Fight Any Claim is a family run business based in Cwmbran,

South Wales specialising in claiming back Payment Protection

Insurance (PPI) on behalf of customers all over the UK.

We Fight Any Claim has reclaimed over £94 million in

compensation for thousands of customers since 2010.

We Fight Any Claim, is a great example of adaptability as it continues to respond

to market demands by adapting and changing the business model as needed. As

the business evolved one thing has remained the same and that is the solution

used to power the contact centre. Altitude Software has been the company’s

choice as their contact centre software solution for 13 years.

The challenges of an ever evolving business “The contact centre is the absolute heart-beat of the business and its where our business thrives or

dies so it’s essential that everything we use in the contact centre works well, is reliable and flexible

to change and adapt to our needs” states Simon Evans, Communications Manager at WFAC.

We Fight Any Claim is in a dynamic industry that shifts quickly, as most of their battles on behalf of

their customers involve banks that have mis-sold payment protection insurance. The business is

subject to constantly changing legislation and regulations and therefore needs to have the ability to

adapt quickly so that the business continues without major disruptions. For this reason WFAC needs

“One of the reasons we have been so successful in this industry is because we have a really powerful tool in this contact centre”.

Richard Thomas,

Senior Project Manager at WFAC

© Altitude Software Case Study – all rights reserved 3

absolute flexibility and a tool that responds swiftly to change. Even though the company focus has

changed over the years, the core team is still the same, therefore they are extremely knowledgeable

on the Altitude uCI suite and can develop their

own campaigns, scripts, integrations and

customisations.

Using technology has a competitive edge

“Our contact centre has given us absolute

flexibility to react to changes within the

industry, and because we are using this

technology we are much quicker to react to

changes. This helps us keep ahead of the game”

claims Richard Thomas, Senior Project Manager.

Customising the technology platform to react to

market changes is very common on a day to day

basis therefore it is crucial to get that freedom

to change quickly from the contact centre

solution.

The Altitude Fast Script Builder has also

contributed to the flexibility and ability to make

speedy changes by allowing business people with

less IT knowledge to make quick changes, saving IT resources, time and money. “Scripts can be

changed in a day to remodel what we are doing” adds Gareth Haycock, Senior Dialler Manager.

The preview dialling capability is also seen as a major advantage as it allows agents to become

knowledgeable on the customer they are servicing before picking up the interaction and dialling,

hence the customer feels like the agent knows his case and who he is, which in turn allows for a much

better rapport and an improved chance of a successful outcome. A win/win - both for We Fight Any

Claim and for the customer.

By having the solution completely adapted to their business model, the company has experienced a

625% increase in campaign success rate in a 9 month period. The “pack chase” campaign, which

consists in calling back people that have expressed an interested and has the goal getting the

completed information packs back to WFAC has increased from 800/month to 5000/month. “We have

only been able to do this by having a powerful system in place allowing us to match the hundreds

and hundreds of calls required to make daily to get anywhere near these numbers” Says Richard

Thomas.

We Fight Any Claim predicts to experience a 50% increase in productivity and efficiency when solution

customisations are finalised. This gain will be achieved by improving the management of accounts,

the relationship with customers and the contact with banks.

Customer Profile

We Fight Ant Claim has been an Altitude

customer since 2000

Since 2010 WFAC has reclaimed over 40

million in compensation

300 agents on blended campaigns

Project Profile

The solution was first implemented in

2000 and used predictive dialling.

As the business evolved the solution

adapted to their needs.

Future projects in study are the

implementation of intelligent skills-

based routing and multimedia contact

centre integration using Altitude uCI 8

© Altitude Software Case Study – all rights reserved 4

In a 300 seat contact centre, agent training can be a huge undertaking and often the source of major

resource investment. We Fight Any Claim have found that training on Altitude uCI only requires 2 to 3

days, leaving more time for sales and customer service training.

Plans for the future The plans for the future at WFAC are very much

concerned with improving and enhancing the

processes and implementations already in

place.

There are three main areas of focus that are a

priority for the company.

Firstly, improve the quality control system.

Developments will be made to allow quality

agents, which are agents dedicated to randomly select calls and qualify them, to use Altitude uCI for

quality control. At the moment the company uses a third party system and the tracking of phone call

interactions alone, adds up to 100 hours per week of dedicated time.

This new system using Altitude uCI, once it is implemented will allow the easy and fast tracking of

calls, listening to the agent/customer conversation and viewing what the agent was viewing during

the interaction.

This will immensely improve the allocated resource time spent identifying calls.

Skills based routing is next in line in an effort to deliver the right calls to the agents with the most

appropriate skills. This will positively impact customer service and customer satisfaction.

Finally, WFAC is considering multimedia integration in its contact centre by introducing Altitude uCI

8. This will allow interactions from many different media channels to be handled by appropriately

trained contact centre agents who provide a great, consistent customer experience across all channels

and have the know-how to answer customer queries.

Business Benefits

625% success increase in “pack chase”

campaign with Altitude uCI

Agents are trained in three days

Fast script builder allows business people

to quickly change scripts on the spot

Solution Profile

Altitude uCI used for handling blended

campaigns.

Altitude uCI is perfectly integrated with

an Alcatel switch

Preview dialling allows agents to prepare

for calls as the customer information

pops before the interaction starts

© Altitude Software Case Study – all rights reserved 5

“We Fight Any Claim is the perfect example of how flexible our solution is. The endless adaptability

of the tool to the many different scenarios that the company has had to deal with has been crucial

to the success of the company. It’s great to see the solution leveraging the potential of the business.”

States Adrian Wright, Sales Director, Altitude Software UK.

Video case study available on: http://www.youtube.com/altitudesoftware

Contacts

We Fight Any Claim

Tintern House - William Brown Close

Llantarnam Park

Cwmbran, NP44 3AB

Tel +44 01633 712 798

www.wefightanyclaim.com

Altitude Software

7 Theale Lakes Business Park,

Reading, Berkshire RG7 4GB UK

Tel: +44(0)1189838010

www.altitude.com

info.uk@altitude.com