Legal Insurance Management boost flexibility and operational efficiency

Legal Insurance Management (LIM) is a leading, ISO 9001-certified specialist in the Legal Expenses, Professional Fees, Home Emergency and Vehicle Breakdown Insurance markets. They have built a reputation for providing innovative, bespoke protection and peace of mind for their diverse range of clients, maintaining a commitment to delivering not only market-leading insurance products, but a premium level of service to customers. This has provided LIM with a reputation built on the assurance of quality in every respect.

Based in the West Midlands, LIM has over 50 employees split across a legal and a call-centre operation, as well as an in-house IT Team including three software developers as they run bespoke software for all claims handling and underwriting services. LIM place a huge emphasis on having in-house control of their IT, telephony and service provision to ensure they are able to provide a premium service to their customers.

The Benefits

  • Ability to meet current commitments to partners in terms of MI provision
  • Improved internal reporting on commercial performance through the use of the telephony platform
  • Useful ongoing training and support tailored to individuals technical knowledge
  • Competitively priced with excellent service, technical support and a self-managed platform
  • Provides companies with flexibility for company growth

The Challenge

Having used an alternative VoIP solution for three years prior to implementing Horizon, LIM’s relationship with their former provider had deteriorated and they needed to find a new solution quickly. After engaging with their external IT consultant, who recommended providers based on their knowledge of the business needs and the market, LIM were introduced to Cloud Telephones.

Kathryn Flavell, Deputy Managing Director at LIM comments, “We required a solution that would grow with the business, providing us better insight into our business performance and customer habits, the ability to report on the data, and to have control in-house to ensure disaster recovery in an environment that is heavily reliant on IT. We engaged with Cloud Telephones as they could provide us with a flexible service tailored to our business needs with the ability to internally control, allowing us to be responsive to our customers’ needs and our environment.”

The Solution

After selecting Cloud Telephones and Gamma to provide their hosted voice solution, the team had to work quickly to replace their previous provider within the month. Cloud Telephones worked closely with LIM to map their current system and ideal call and data flow to begin building their system to ensure LIM could manage it going forward.

Kathryn adds, “Both William Linaird from Cloud Telephones and Mark Grice at Gamma are commercially astute and technically savvy, which is really beneficial for us when it comes to discussing and implementing a solution to suit our business. William tailored the solution perfectly for us and even four years on (with a contract for another four) we are happy with Cloud and Gamma.”

The Results

Since implementing Horizon, in conjunction with Akixi, LIM have been able to meet their commitments to partners in terms of MI provision, as well as being able to improve internal reporting on their commercial performance by using the insight that the telephony platform gives them.

Commenting on the ongoing relationship with Cloud Telephones, Kathryn states, “Cloud have always been responsive to any issues and eager to resolve challenges for LIM in relation to the telephone system. Since our initial implementation Cloud now provide LIM with the call centre module to further support our objectives in our 24/7 call centre operation which has been a huge success.”