Case Study: Markerstudy Distribution improves customer experience and vulnerable customer care with NICE Systems Enlighten AI

Markerstudy Distribution improves CX and vulnerable customer care with NiCE Enlighten AI

Markerstudy Distribution, a UK insurance provider serving multiple brands, was struggling with inconsistent, manual quality assurance processes for identifying and supporting vulnerable customers. As its four separate teams merged, it needed a more unified, data-driven way to improve customer experience and ensure better care, and turned to NICE Systems with NiCE Enlighten AI and Interaction Analytics.

NICE Systems implemented Enlighten AI, Quality Central, and Interaction Analytics to automate most QA checks, deliver real-time sentiment and vulnerability insights, and improve coaching and call routing. The results included a 10% rise in voice-of-the-customer scores during the pilot, real-time monitoring of about 100,000 calls per month, 50% higher post-complaint trust scores, and an estimated £160,000 in annual savings from a retention tool, with broader process improvements contributing roughly £2 million in revenue and savings.

Markerstudy Distribution

David Harrison

Associate Director, Customer Insights and Operations