Thunderhead accelerates Helphire’s processing of motorist claims

5 March 2008

Helphire Group plc, the UK’s leading provider of non-fault accident management and out-sourced services to the insurance industry, has implemented Thunderhead NOW as its foundation for personalised multi-channel customer communications as the company grows and moves into new markets.

Helphire provides white label accident and claims handling for insurance companies, for whom it manages ad-hoc communications across multiple stakeholders, from insurance companies, brokers and bodyshops, to lawyers, doctors and engineers. Each insurance claim generates approximately 200 various documents, and with hundreds of thousands of claims being processed annually, many millions of documents are generated.

In order for Helphire to respond rapidly to customer demands, the Thunderhead NOW platform empowers business users to quickly co-ordinate and process all documents generated for each claim. The NOW platform means that Helphire no longer needs to rely on its IT department for document processing, removing it as a bottleneck, and further speeding up the claims process.

“We chose Thunderhead following an evaluation of products and a Gartner recommendation identifying its technology as innovative and easy-to-use for end users,” said Richard Edwards, managing director of IT at Helphire. “With each document being sent back and forth between several different organisations this was proving to be a time-consuming and expensive task for the IT department to maintain.”

With customers wanting to be contacted in a variety of ways, from letters and emails to text messaging, Thunderhead’s technology will allow Helphire to communicate with motorists via their preferred channel, helping to provide better and more flexible customer service.

“Thunderhead NOW enables us to create and maintain customer claims in a timely manner, in large volumes, 24 hours a day – allowing motorists to get back in their cars quicker. Also, it will support not just printed communications, but email, online and SMS – whatever our customers prefer. Understanding what our customers want and how they want to be contacted gives us the competitive advantage we need to remain ahead of the game,” continued Edwards.

“The Thunderhead NOW platform can assist Helphire grow its business by providing a scaleable technology which complements its entrance to new markets, such as Spain, and the provision of service to new clients, such as the major motor manufacturer’s warranty schemes,” said Glen Manchester, CEO of Thunderhead. “In addition, the technology can fulfil Helphire’s ambitions of improving customer engagement by offering multi-channel communication facilities, particularly across mobile devices.”

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