Case Study: Hastings Direct achieves 26% productivity gains and lower costs with NICE Systems' CXone

Hastings Direct Speeds to CX Success with NICE CXone

Hastings Direct, a UK insurer with 3.4 million policies and 2,500 agent-colleagues, faced an expiring contract and a fragmented, eight-platform on‑premises contact centre spanning three countries. Poor call quality, frequent disconnects, recycled credentials and limited operational insight drove the business to rapidly move to a unified cloud solution to improve customer and colleague experience.

Working with BSL Group, Hastings Direct deployed NICE CXone in three months to consolidate voice, chat and email, integrate workforce management and analytics, and upgrade IVR and SSO capabilities. The rollout delivered immediate value: 26% productivity gains, a 6% reduction in total cost per policy, a 3% system-wide drop in contact transfers (98% for one inquiry), improved call quality and colleague experience, faster fraud detection and identified £2m in further savings potential.

Hastings Direct

Lisa Irons

Head of Operational Transformation