Founded in 1946 as a traditional insurance broker, the early ’90s saw Lloyd & Whyte branch out to include Financial Planning. After years of hard work they are now one of the largest independent insurance brokers in the South West.
Today, the organisation provides insurance and financial planning for specialist professional associations in the Healthcare, Heritage and Automotive industries. Lloyd & Whyte are one of only a handful of organisations in the UK to hold both ‘Corporate Chartered Insurance Brokers’ and ‘Corporate Chartered Financial Planner’ status.
The Challenge
Lloyd & Whyte needed to modernise their telephony solution to allow more flexible working with higher resilience. With over 250 users in branches throughout the UK, it was critical that the new system was delivered and installed without impact to the operation of the business.
Moving to the softphone only model was a big step for us. However, it’s worked extremely well, providing the flexibility we need. Being MFIDII compliant and with the mobile phone app meaning all our clients calls can be recorded, it is a big tick from a regulatory perspective. Being cloud-based provides the uptime and redundancy necessary for us to support our clients. During this whole process the Cobalt team have been professional and prompt, providing a personal touch no matter what the pressures or workload, this should never be taken for granted.
Stephanie Truman: Director of Finance
The Solution
We installed our hosted Telephone system, Cobalt Cloud, alongside the current Telephone system, allowing both systems to work in tandem during the transition. The time was also right for the business to move away from desk phones, freeing up extra desk space. All users were given new headsets and pc-based softphones to handle their inbound and outbound calls. Making use of our mobile app also increased the mobility of their team. All calls are now routed in and out of the business via the existing leased line, which saves money whilst guaranteeing perfect quality calls.
A Little Extra
As part of the new solution we also provided a series of audio surveys for clients to complete at the end of a call. These statistics are output by the system to ensure the best quality service is being delivered.