Case Study: Autonet Insurance reduces vetting time and cuts customer service calls with WhosOn

Autonet Insurance - Customer Case Study

Autonet, the UK’s largest independent van insurance broker with 700+ staff, £100m+ turnover and around 600,000 customer calls a year, faced rising costs and delays from manual document vetting, repeated contacts and administration that were harming customer experience and driving policy cancellations.

Parker Software’s WhosOn live chat provided omni-channel, real-time document collection and verification, reducing contact centre pressure and speeding resolution. Outcomes included higher first-contact resolution, a 10% reduction in calls versus forecast, elimination of postage/telephone delays, 10% less admin work, a 7% uplift in SLA performance and 89% of customers saying they would use the service again.

Autonet Insurance

Chris McDonald

Head of Telecommunications