Technological flexibility brings competitive advantage to We Fight Any Claim - (Altitude Software Case Study)

1. Technological flexibility brings
competitive advantage to
We Fight Any Claim

2. © Altitude Software Case Study – all rights reserved 2
We fight any claim
We Fight Any Claim is a family run business based in Cwmbran,
South Wales specialising in claiming back Payment Protection
Insurance (PPI) on behalf of customers all over the UK.
We Fight Any Claim has reclaimed over £94 million in
compensation for thousands of customers since 2010.
We Fight Any Claim, is a great example of adaptability as it continues to respond
to market demands by adapting and changing the business model as needed. As
the business evolved one thing has remained the same and that is the solution
used to power the contact centre. Altitude Software has been the company’s
choice as their contact centre software solution for 13 years.
The challenges of an ever evolving business
“The contact centre is the absolute heart-beat of the business and its where our business thrives or
dies so it’s essential that everything we use in the contact centre works well, is reliable and flexible
to change and adapt to our needs” states Simon Evans, Communications Manager at WFAC.
We Fight Any Claim is in a dynamic industry that shifts quickly, as most of their battles on behalf of
their customers involve banks that have mis-sold payment protection insurance. The business is
subject to constantly changing legislation and regulations and therefore needs to have the ability to
adapt quickly so that the business continues without major disruptions. For this reason WFAC needs
“One of the reasons we
have been so successful in
this industry is because we
have a really powerful tool
in this contact centre”.
Richard Thomas,
Senior Project Manager at WFAC

3. © Altitude Software Case Study – all rights reserved 3
absolute flexibility and a tool that responds swiftly to change. Even though the company focus has
changed over the years, the core team is still the same, therefore they are extremely knowledgeable
on the Altitude uCI suite and can develop their
own campaigns, scripts, integrations and
customisations.
Using technology has a
competitive edge
“Our contact centre has given us absolute
flexibility to react to changes within the
industry, and because we are using this
technology we are much quicker to react to
changes. This helps us keep ahead of the game”
claims Richard Thomas, Senior Project Manager.
Customising the technology platform to react to
market changes is very common on a day to day
basis therefore it is crucial to get that freedom
to change quickly from the contact centre
solution.
The Altitude Fast Script Builder has also
contributed to the flexibility and ability to make
speedy changes by allowing business people with
less IT knowledge to make quick changes, saving IT resources, time and money. “Scripts can be
changed in a day to remodel what we are doing” adds Gareth Haycock, Senior Dialler Manager.
The preview dialling capability is also seen as a major advantage as it allows agents to become
knowledgeable on the customer they are servicing before picking up the interaction and dialling,
hence the customer feels like the agent knows his case and who he is, which in turn allows for a much
better rapport and an improved chance of a successful outcome. A win/win - both for We Fight Any
Claim and for the customer.
By having the solution completely adapted to their business model, the company has experienced a
625% increase in campaign success rate in a 9 month period. The “pack chase” campaign, which
consists in calling back people that have expressed an interested and has the goal getting the
completed information packs back to WFAC has increased from 800/month to 5000/month. “We have
only been able to do this by having a powerful system in place allowing us to match the hundreds
and hundreds of calls required to make daily to get anywhere near these numbers” Says Richard
Thomas.
We Fight Any Claim predicts to experience a 50% increase in productivity and efficiency when solution
customisations are finalised. This gain will be achieved by improving the management of accounts,
the relationship with customers and the contact with banks.
Customer Profile
 We Fight Ant Claim has been an Altitude
customer since 2000
 Since 2010 WFAC has reclaimed over 40
million in compensation
 300 agents on blended campaigns
Project Profile
 The solution was first implemented in
2000 and used predictive dialling.
 As the business evolved the solution
adapted to their needs.
 Future projects in study are the
implementation of intelligent skills-
based routing and multimedia contact
centre integration using Altitude uCI 8

4. © Altitude Software Case Study – all rights reserved 4
In a 300 seat contact centre, agent training can be a huge undertaking and often the source of major
resource investment. We Fight Any Claim have found that training on Altitude uCI only requires 2 to 3
days, leaving more time for sales and customer service training.
Plans for the future
The plans for the future at WFAC are very much
concerned with improving and enhancing the
processes and implementations already in
place.
There are three main areas of focus that are a
priority for the company.
Firstly, improve the quality control system.
Developments will be made to allow quality
agents, which are agents dedicated to randomly select calls and qualify them, to use Altitude uCI for
quality control. At the moment the company uses a third party system and the tracking of phone call
interactions alone, adds up to 100 hours per week of dedicated time.
This new system using Altitude uCI, once it is implemented will allow the easy and fast tracking of
calls, listening to the agent/customer conversation and viewing what the agent was viewing during
the interaction.
This will immensely improve the allocated resource time spent identifying calls.
Skills based routing is next in line in an effort to deliver the right calls to the agents with the most
appropriate skills. This will positively impact customer service and customer satisfaction.
Finally, WFAC is considering multimedia integration in its contact centre by introducing Altitude uCI
8. This will allow interactions from many different media channels to be handled by appropriately
trained contact centre agents who provide a great, consistent customer experience across all channels
and have the know-how to answer customer queries.
Business Benefits
 625% success increase in “pack chase”
campaign with Altitude uCI
 Agents are trained in three days
 Fast script builder allows business people
to quickly change scripts on the spot
Solution Profile
 Altitude uCI used for handling blended
campaigns.
 Altitude uCI is perfectly integrated with
an Alcatel switch
 Preview dialling allows agents to prepare
for calls as the customer information
pops before the interaction starts

5. © Altitude Software Case Study – all rights reserved 5
“We Fight Any Claim is the perfect example of how flexible our solution is. The endless adaptability
of the tool to the many different scenarios that the company has had to deal with has been crucial
to the success of the company. It’s great to see the solution leveraging the potential of the business.”
States Adrian Wright, Sales Director, Altitude Software UK.
Video case study available on: http://www.youtube.com/altitudesoftware
Contacts
We Fight Any Claim
Tintern House - William Brown Close
Llantarnam Park
Cwmbran, NP44 3AB
Tel +44 01633 712 798
www.wefightanyclaim.com
Altitude Software
7 Theale Lakes Business Park,
Reading, Berkshire RG7 4GB UK
Tel: +44(0)1189838010
www.altitude.com
info.uk@altitude.com