Case Study: DAS achieves major cost savings and improved one-call resolution with Verint Systems' Impact 360 Speech Analytics

DAS - Customer Case Study

DAS, a leading UK legal expenses insurer, needed better insight into why customers and partners were contacting its contact centre—particularly repeat callers—so it could improve one‑call resolution and overall service for complex, multi‑party claims. Although already using Verint’s Impact 360 Workforce Optimisation, DAS sought to uncover the drivers behind inbound interactions and optimise processes across its advice, assistance and claims management operations.

Working with Verint and partner Sabio, DAS extended Impact 360 with Speech Analytics to transcribe and analyse 100% of calls, using an iterative, topic‑by‑topic approach. This surfaced issues such as ineffective callback handling (leading to a new callback system and removal of voicemail), and enabled re‑engineering of the preferred solicitor conversion process and targeted training—delivering an initial >£50,000 in cost savings from reduced handle time and call volume, identified potential additional savings of ~£240,000, and improved agent proficiency and partner engagement.

DAS

Anita Yandell Jones

Operational Solutions Manager