CLOSE BROTHERS PREMIUM FINANCE
“ It ’ s not much use saying that we will give you a splendid service in three years ’ time – they want to know how we can help them now !”
Two companies were brought in to deliver the enhanced customer gateway , the content management specialist Liferay , and DocuSign for electronic signature technology that facilitates electronic exchange of contracts and signed documents . “ At present ”, Loake says , “ the percentage of customers who sign online is probably in single digits . Though there will always be customers who prefer pen and ink , the target is to drive that up to around 90 percent .”
Objective headlines As well as delivering better customer experiences and increasing satisfaction scores , which have always been high ( Close Brothers Premium Finance was a finalist at this year ’ s Customer Satisfaction Awards organised by the Institute of Customer Service ), the digital transformation will deliver significant cost savings . Making the organisation leaner through technology will improve productivity , and make it possible for the company to extend its service into areas in which it couldn ’ t previously operate . This will enable Close Brothers Premium Finance to cover more of the different types of insurance offered by the brokers and
54 June 2016