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29 March 2012 - Domestic & General Delighted by Award Win

Domestic & General, the UK’s leading warranty specialist, is delighted to have been highly commended in the 2012 Financial Sector Technology Awards, held last night in London.

Domestic & General, the UK’s leading warranty specialist, is delighted to have been highly commended in the 2012 Financial Sector Technology Awards, held last night in London.

The award, in the Best Use of Technology in Customer Service category, was in recognition of our implementation of Fido, a centralised knowledge management system built on software provided by Eptica.
Using Fido, agents are able to access up to the minute, accurate answers by typing questions into the web-based system, which provides consistent and fast responses to every enquiry. Since the system went live in 2011, customer call times have been reduced by nearly a quarter (22%) and operational costs have been lowered by £158,000. Furthermore, first contact resolution rates have increased, hold times halved and the time taken to train new agents has decreased by 20%
“Congratulations to everyone involved, both at Domestic & General and Eptica, for this wonderful achievement”, said Chris Briggs, Domestic & General’s Head of Customer Service. “Agents have really taken to the system and through its introduction we have been able to greatly improve our internal processes and reduce costs.

“Fido has allowed us to put knowledge at the heart of our customer service strategy and we are now reaping the benefits.”

For a list of all the winners at the 2012 FStech awards, go to www.fstech.co.uk/awards2012/

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Notes For Editors:
1. For more information, please contact Michael Rosen, Press & PR Manager, on 020 8879 8767 or 07595 550897 or michael.rosen@domesticandgeneral.com
2. Domestic & General provides warranty services for UK and International clients and comprehensive product protection for more than ten million customers.
3. Domestic & General provides warranty services for UK and International clients and comprehensive product protection for more than ten million customers.
For over sixty years we have been looking after people when things go wrong. Our primary focus is on providing product protection for major domestic appliances and consumer electronic products. Together with our manufacturing, retail and financial services clients, we provide warranty services for over 150 major UK and International brands. We manage the whole warranty process, including: customer mailing; contact centres; repair networks; in-house administration; claims handling.
We operate across a number of different international markets, most notably in Australia, Germany, Spain and France. To learn more about us, visit www.domesticandgeneral.com