Case Study: Brookson Group improves customer service and real-time insights with Squirro

How Brookson used Squirro Insights to balance clients and customer service teams in real-time

Brookson Group, one of the UK’s leading professional services firms for self-employed professionals, needed a better way to understand and manage a very high volume of customer interactions across its service teams. With 30,000 emails a week and many long-term, high-value clients, Brookson wanted immediate, actionable insight into service imbalances and customer communication patterns. It used Squirro Insights to gain real-time visibility that traditional CRM tools could not provide.

Squirro helped Brookson connect customer emails and CRM systems, mine structured and unstructured data, and deliver easy-to-use dashboards for non-technical teams. The solution improved the single customer view, revealed trends in complaints, invoicing and service activity, and helped Brookson identify broken processes, assess staff and departmental performance, and reduce ticket resolution time. As a result, Brookson reduced reporting effort, improved communication strategies, and increased customer satisfaction.

Brookson Group

Brian Millrine

Strategy Director