Endsleigh is ensuring it can handle all customer enquiries at one of its busiest periods by using a fibre optic network from Virgin Media Business. As the UK’s number one student insurance provider, Endsleigh typically has a rush of new policy enquiries and renewals at the beginning of the academic year, causing a surge in inbound calls and web site traffic.
The Cheltenham-based company was founded to serve the student market and now offers a wide range of financial services, including home, travel and motor insurance. Four in five of its policy enquiries now begin on the internet, yet inbound phone calls remain a critical part of Endsleigh’s approach to customer service.
Virgin Media Business now provides all of Endsleigh’s 08-number inbound call services, meaning it carries all of the insurer’s customer communications and can increase capacity as needed to cope with busy sales periods. The network already ensures all web site enquiries are fulfilled thanks to the failsafe design of a fully diverse managed internet and security service at both main Endsleigh sites, coupled with a 100 Megabits-per-second (Mbit/s) National Ethernet circuit between the Gloucestershire headquarters and a site in Burnley, Lancashire.
“Insurance is highly competitive and Endsleigh experiences high seasonal peaks in enquiries due to the nature of our customer base. While many of our initial enquiries are made online, the phone is also an important frontline service both for sales and policy changes. Virgin Media Business now ensures all of our customer contact offers the same high level of dependability,” said Jason Collins, infrastructure project manager for Endsleigh.
“This time of year is absolutely crucial for our business. Our services have always been extremely popular with students and first impressions really count. Having resilient telecoms is the cornerstone of us being able to serve customers quickly and give them the best possible impression of how we do business,“ he said.
By using the Virgin Media Business network for all inbound 08-number calls, Endsleigh has also been able to reduce the costs associated with its former 08 services from BT and offer cheaper call options to its customers.
“Businesses that serve their customers using telecoms are realising that our network is a faster and more sophisticated alternative to BT’s and the other regional networks,” said Paul Lawrence, head of business markets for the south west at Virgin Media Business. “Fibre optic networks are more able to cope with surges in demand from customers and any changes to telecoms services that are needed in order to plan for seasonal swings in sales.”
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About Virgin Media Business
Virgin Media Business is the UK’s only telco with a nationwide fibre optic Next Generation Network. Launched in February 2010, the company aims to bring the Virgin philosophy to the business telecoms market. Providing innovative, high quality solutions built on brilliant customer service.
Virgin Media Business is the largest business-to-business brand in the Virgin group. With a strong product portfolio that includes its market leading Ethernet services. It uses its network asset in order to create bespoke tailored telecoms solutions for its customers. Employees are located at 40 offices across the UK, allowing Virgin Media Business to be closer to its customers in every sense.
Previously known as ntl:Telewest Business, organisations working with Virgin Media Business include London City Airport, Arqiva, Hampshire and Isle of Wight Partnership and South West Water.
About Endsleigh
Endsleigh is the trusted brand for student insurance, and the only insurance provider recommended by NUS. Originally founded in 1965 to serve the student market, Endsleigh has since broadened its products and services for graduates and professionals, as well as being the preferred insurance supplier for a variety of trade unions and professional organisations. The company offers a wide range of services including motor, home and travel insurance
For more information on Endsleigh’s products or services contact: 01242 866611
About Virgin Media
With almost 10 million customers, Virgin Media is the UK's first quad-play provider of broadband, TV, phone and mobile.
The company is one of the largest residential broadband providers in the UK, using a unique fibre optic cable network to deliver next generation ultrafast internet access of up to 50Mb to just over half of all homes. Combined with a high speed ADSL service and mobile broadband products, Virgin Media is able to offer broadband internet access to virtually the entire country.
Virgin Media has the UK’s most advanced TV on demand service and is the only TV platform to carry BBC iPlayer. It is the second largest provider of pay TV, was the first to launch a high definition TV service and offers a high-specification, HD-ready V+ personal video recorder.
The company operates the most popular virtual mobile network in the UK which, when launched, was the world’s first such mobile phone service. It is also one of the largest fixed-line home phone providers in the country.
Virgin Media also owns Virgin Media Television (VMtv) which runs seven entertainment channels, including Virgin1, LIVING, Bravo and Challenge. VMtv is a 50 per cent joint partner with BBC Worldwide in UKTV, which consists of ten channels including Dave, G.O.L.D., Watch and Alibi.
With operations based entirely in the UK, Virgin Media Inc. is listed on the NASDAQ Stock Market (VMED) and the London Stock Exchange (VMED).
For more information, go to http://www.virginmedia.com/
