Fast, innovative response fixes insurance claims crisis

The Challenge

An existing client of Rightio’s won a new contract to support a major UK utilities company, but very quickly realised that there was a backlog of service and repair work which required urgent attention.  The situation was close to crisis point and the company needed an emergency nationwide response.

The Solution

Righto acted fast, setting up an emergency response team to take an initial batch of jobs and contacting customers to schedule in an engineer to attend to their repair.  Rightio simultaneously provided access to it’s dedicated commercial portal, giving the customer full visibility of every job completed.  The portal also provided full details on costs, parts and labour and provided relevant  information to enable them to manage their customer claims.

Rightio provided a triage process, enabling the company to provide over the phone support to minimise the impact of any emergency, while an engineer was being scheduled to attend the customers property.

Fast, innovative response fixes insurance claims crisis

The Outcome

Rightio’s fast response in the start-up of this contract, use of the portal and application of the triage system, helped the client to meet the terms of its contract and resolve customer emergencies.  In demonstrating flexibility and speed of response, Rightio was offered increased areas across England and Scotland to covering heating service and repair work.