Case Study

How AquariumClaims transformed one claims handling company

Claims software from AquariumClaims has been at the heart of some dramatic business growth.

Brunel Franklin is now one of the country's leading claims handling companies helping consumers receive over £200 million in compensation for mis-sold financial products. In its early days, the company handled just a few hundred leads per month. The directors recognised the potential to do far more but identified two key factors for consideration.

Firstly, if the company was serious about maintaining growth, it would need large numbers of new telephone sales staff to handle enquiries and capture customer details. Secondly, if business was increased, it would be impossible to deal with large volumes of new cases efficiently using existing software applications.

Automated processing

This is where AquariumClaims came in. The claims software quickly streamlined processes to bring a new efficiency to the operation. It filed information, mail-merged claim packs, bar-coded documents, highlighted omissions and dispatched epacks to a fulfilment house that then mailed hard copies to clients. Workflows were balanced and tasks assigned to the most appropriate people.

Each step from profiling leads to batching claims was given speed and consistency and Brunel Franklin immediately had the capacity to process thousands of information packs every month in very little time. Full reporting enabled management to assess every aspect of the business.

Adding in the eCatcher element accelerated the company's growth beyond all expectations. This highly sophisticated module enabled Brunel Franklin to shift their business to a new model - one where most new leads came via the web. Claims Director Ian Allison explains.

"We used eCatcher to create our 60 second test," he says. "This was a breakthrough. Customers were encouraged to contact us instead of us having to contact them. They were doing this because we were giving them instant feedback on their chances of making a successful claim. Customers were happy to enter their details securely online and at a time to suit them. That meant we were able to save staff time and lower our costs. "

1600% increase in revenue each year

The results speak for themselves. AquariumClaims has enabled Brunel Franklin to increase the number of new leads it processes every month from several hundred to tens of thousands. In two years revenues have grown by 1600% per annum while staff numbers have risen by just 250%.

Brunel Franklin has moved from being a very small player in its claims handling field to market leader.