SILVERBECK RYMER IN DIVERSIFICATION DRIVE
Following twelve months of development and £2 million worth of investment, law firm Silverbeck Rymer has announced it is to diversify and expand its business lines.
In addition to core legal services, the fast expanding firm will now provide a range of insurance related services – headed by its newly developed First Notification of Loss offering.
The new system - “firstcall” - allows Silverbeck Rymer to become a “one stop shop” for insurance policy holders after they have been involved in a road traffic accident. Uniquely, Silverbeck Rymer has integrated a credit hire facility into its existing call centre offering, so that policy holders instantly benefit from credit hire approval when they make their claim.
Commenting on the diversification of the business and the launch of firstcall, Jim Rymer, chairman at Silverbeck Rymer said:
“We are very excited to diversify our offering beyond legal services. It is a real signal of intent.
“firstcall is a truly landmark development for Silverbeck Rymer.
“In today’s market it is paramount to be able to offer a service that is both market leading and flexible. As a result we have completely re-designed our call centre technology, upgraded our case management system and heavily invested in intelligent telephony.
“This will undoubtedly provide our Clients policy holders with a much more efficient and user friendly single service solution when processing their claim.
“Understandably, this is viewed by brokers and insurers as being increasingly important in a very competitive marketplace where the moment of truth of an insurance policy is deemed as the point at which the claim is made.”
Added Kingsley Hayes, Legal Director at Silverbeck Rymer:
“Integrating credit hire approval and fee earner allocation within a single call is what customers want. We have also eliminated the duplication of data capture through integration with our client’s database, which provides a much more favourable customer experience.”
Silverbeck Rymer has worked closely with Corebridge, the market leading enterprise software publisher, to develop the key aspects of firstcall. The firm’s main business requirement was to automate the routing of incoming calls to the current advisor and thus; reduce call handling time, improve first-call resolution rates, reduce the number of misrouted calls and reduce the administration required to maintain client –advisor relationships. Corebridge integrated communications software bridges the gap between telephony systems and PC business applications.
The firstcall project has been managed and implemented by the firm’s Director of IT, Jan Frickel. As a result, Silverbeck Rymer’s IT department were short-listed for “Regional Team of The Year” at the 2008 Legal Technology Awards.
Said Jan Frickel:
“We are delighted to be short-listed for this award.
“The Legal Technology Awards recognise and celebrate excellence in the provision and implementation of technology solutions for the benefit of legal practice so it is a real accolade for the whole team and the Firm to be nominated.”
ENDS