Swinton Insurance

Swinton Insurance is the largest UK high street insurance broker. It was founded in the 1950’s in Swinton, Greater Manchester and it now has over 450 branches and 3,000 employees providing a one stop insurance service for over two million customers. The combination of high street branches and online business provides Swinton with a “clicks and bricks” approach to insurance, something very rare in the financial services industry.

The Challenges

One of the key drivers at Swinton is to provide a high quality local service where clients can either walk into a branch or make a telephone enquiry to a local branch.

The first challenge this presented was to answer calls quickly and deal with enquiries efficiently. When Swinton approached Amillan, it was taking up to 60seconds to answer calls, resulting in many lost sales calls leading to potential loss of revenue.

The second challenge was to reduce the cost of communications between the head office in Manchester, the call centre in Halifax and all the branches.

The third challenge was to find a communications partner to support the business as it continues to grow.