Case Studies
Albany Assistance

The Client

Albany Assistance Limited is a market leader in the provision of accident management services to motorists involved in accidents which were not their fault. The services offered include providing of replacement hire vehicles, vehicle repair management solutions, full claims handling assistance, uninsured loss recovery, intervention services, as well as other bespoke services.

Albany Assistance is part of the £230m turnover AIM listed Redde plc. Which specialises in accident management support, legal services, fleet management and policy fulfilment services.

The Challenge

Albany Assistance was looking for a technology provider to partner with on a project to develop a new online self-service platform for its clients (www.albanyassistance.co.uk).

The platform needed to provide a customer portal to support customer and partner interaction that are browser agnostic, accessible from mobile platforms and is DDA (Disability Discrimination Act) compliant.

PureNet was selected to design and build a customer portal that would provide a service that can effectively run independently of Albany Assistance Limited’s core claims management system but has the ability to integrate with it.

What We Did

PureNet’s solution delivered a secure portal for Albany Assistance Limited’s customer base which provides convenient 24/7 access to customers and providers.

The service is an online platform with interactive capabilities and has improved customer interaction; allowing customers to notify Albany Assistance Limited when a hire vehicle is no longer needed, report any accidents or damage to hire vehicles, make a complaint and features a live text based chat with a call centre operator.

The platform delivered by PureNet allows analysis of the complex agreement process and permits Albany Assistance Limited to produce a simple and seamless user journey to make the sign-up process easy to use with reduced need to contact the help line for assistance.

Detailed user tracking is included to allow the customer representative to know exactly where the client is in the user journey and what they have done to get there.

The solution is robust enough to work with a high volume of cases and able to work even when the back-end case management system is down for maintenance.

The portal must display legal information and should not be accessible to the public without a secure log in. PureNet was tasked with building the secure portal and needed to include sensitive graphic design to give confidence and instil trust in the solution.

PureNet-CaseStudy-Albany

The Results

  • The platform has reduced enquiries to the Albany Assistance Limited call centre by 78%
  • Feedback from customers and providers has been extremely positive
  • The platform allows for full user journey reporting
  • PureNet’s customer portal solution provides an extension to its customer service

“Albany Assistance is delighted with the customer portal provided by PureNet. The initial customer feedback we have received has been positive and the online functionality we can now deliver for our customers is much more effective and in line with their needs.”

Andrew Langford, Head of Group IT Services, Helphire Limited

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