Case Study: 1st Central achieves near‑100% handler QA and higher customer and employee NPS with Civica Case Management

Intelligent automation and technology-based innovation

1st Central, a leading UK motor insurance price-comparison supplier serving over one million customers, needed to modernise a dated, slow complaints and case management process to support rapid customer and headcount growth. Seeking better root-cause analysis, more flexible notes and improved onboarding, 1st Central selected Civica’s Case Management solution to bring intelligent automation and technology-based innovation into their Customer Relations function.

Civica implemented its Case Management (Complaints Management) system with guided workflows, automated correspondence templates and live dashboards, mapped to 1st Central’s processes. The solution simplified onboarding, increased handler reliability and created multiple customer touchpoints, delivering measurable results: near‑100% handler QAS, improved customer and employee NPS scores and real‑time data visibility via live dashboards.

1st Central

Matthew Dew

Customer Relations Manager