InsightNow

OUR PARTNERS
We work with some of the best known and respected brands in the UK and beyond, including:

Navigant

Navigant is a specialized, global expert services firm dedicated to assisting clients in creating and protecting value in the face of critical business risks and opportunities.

Navigant's financial services consulting team understands the challenges facing financial institutions in the banking, asset management and insurance sectors. Our financial services consultants combine practical industry knowledge with operations, technology, risk and regulatory strategy expertise honed through direct experience working with clients in all sectors and of all sizes. We bring a refreshing and pragmatic approach to financial services consulting that is focused on delivering results.
InsightNow have partnered with the Navigant Financial Services Consulting team in Europe to provide Customer Experience and Benchmarking propositions across a variety of business areas including Life and Pensions, Investment Management and Retail Banking.

For the past 7 years Navigant has provided a service to benchmark the customer facing operations of UK Life & Pension and UK and Offshore Investment Management Companies. In 2010 we made a commitment to transform the benchmark service with an ambition to improve the client ease of use, to extend the scope of outputs, to enable clients to interact with the database and to enhance the value that can be derived by way of interpretive analysis.
Following an RFQ process we selected InsightNow as our partners to deliver our new proposition. We selected them based on their technological capabilities, but perhaps more importantly, their complementary skills and experience in Benchmarking, Data Analysis and Customer Insight. We have formed a highly collaborative and professional partnership.We have developed a range of benchmarking and customer experience propositions that combine our core strengths with InsightNow's depth of experience and understanding of how to collect and structure customer feedback and then transform this into deep and actionable Insight. They can make a dramatic difference to customer service, employee engagement and costs in a very short period of time.
Andrew Stewart – Managing Director, Financial Services, Navigant Consulting

CCMA

Formed in 1994, the Call Centre Management Association (UK) is an independent, not-for-profit organisation run on a voluntary basis by working call centre professionals. The association believes that the key to quality employment lies in promoting managerial excellence by helping to develop individuals with the vision, expertise and the commitment necessary to enable their respective organisations to thrive in an era of fast changing, networked economies, global competition and heightened customer expectations.

Dimension Data

We have a partnership to deliver the Dimension Data Global Benchmarking report each year. In 2009 we developed an on-line data portal giving participants the ability to interrogate the data, create their own cross tabulations and to filter down to very specific sectors and geographical views of the data.

Merchants Limited

We undertake bespoke benchmarking and comparative services in conjunction with Merchants Limited. Our global benchmarking portal and results dashboard can be adapted to allow detailed comparisons of contact centres globally. Our last project benchmarked 99 contact centres for a global insurance business. The project was completed in less than 4 weeks from the time the questionnaire was made available online.

Vertex

We have a global partnership with Vertex to deliver Customer Experience Management solutions to support their operations across the UK and worldwide.

Vertex Data Science is a global leader in Business Process Outsourcing representing some of the major brands in Retail, Financial Services, Telecommunications, Utilities, Distribution & Logistics and employing over 10,000 staff. Our clients are very protective of their brands and all demand the highest quality of service for their customers. Part of the development to deliver against their strategic objectives, is the ability to provide accurate and timely intelligence relating to customer interactions. To this end we selected Survey 360 from InsightNow as our customer feedback application and it has been very successful. The level of data interrogation and timeliness of collection ensure that our clients have powerful information which drives the agenda to embrace their customers. We have adopted Survey 360 as a core component of our CRM platform . The team at InsightNow have been extremely responsive to our demands and, added to their flexible approach, make this a winning combination to the benefit of all.
Bruce MacLeod, MD, UK Private Sector, Vertex

Capita

We have similar partnership with Capita to deliver Customer Experience Management to their life and pensions clients in the UK.

In Capita we have found the Global 360 survey to give us and our clients, instant feedback from customers that allows us to respond to their needs quickly and make changes that have benefited both them and our business. Our front line agents are really motivated by getting a reaction to their service in real time and it has been inspiring for our Team Leaders to coach using this tool to help their people get even higher levels of satisfaction. As an outsourcer we have introduced InsightNow with several of our clients who are delighted with the reporting MI we can provide which has enabled them to understand how the responses from customers can feed into their Treating Customers Fairly dashboards. Our partnership with InsightNow has been a real success where we have worked in harmony to provide a tailored solution to each of our clients requirements so that they ask the right questions to provide them with the data they specifically need to make effective decisions for their customers.
Nigel Purveur, Managing Director, South West Operations, Capita Life and Pensions

Hypertag

With Hypertag we have developed a new concept – the Digital Survey Dispenser. This means we can automatically offer digital surveys to customers in any face to face environment, via their mobile phones. This is an ideal solution where, for example, real time feedback is needed in-store, at a shopping centre, at a stadium venue or even at the airport – whilst the experience is still fresh in the customers mind.

Message Technologies, Inc. (MTI)

Message Technologies, Inc. (MTI) is an industry leading provider of standards-based interactive voice response (IVR) technologies and full-service IVR hosting. MTI's hosted IVR service helps increase revenue, improve customer satisfaction, and lower costs using VoiceXML compliant IVR solutions and best-of-breed IVR hosting solutions. With over 20 years of experience in the IVR space, MTI is a complete service provider and can assist with every facet of IVR solutions, from creating and hosting IVR applications to co-location and business continuity planning. MTI is committed to providing a world-class hosting environment for IVR applications. MTI partners with developers and resellers to deliver innovative, cost-effective, reliable applications that deliver maximum customer satisfaction.