Legal firm Winn Group has signed one of its biggest ever IT contracts.
In partnership with its Contact Centre technology providers, Contact Systems, the firm has agreed a longstanding contract to embed the Puzzel Customer Service Platform as its omni-channel contact centre solution within the Winn Group existing technology environment. Winn Group CIO Clint Milnes describes this as one of the largest contracts and projects he has undertaken since joining the company back in 2016. Saying: “The reasoning behind this statement is that a successful voice and digital communications system is the heartbeat of the business and will ensure that we can continue to deliver our second to none FNOL service to our institutional and private clients.”
The decision to move away from the current on-premise solution to a cloud based omni-channel platform is a major step in Winn Group’s strategy to deliver an unrivalled contact experience in the claims management process. This significant technological investment underpins the group’s commitment to providing a first-class and efficient client and third-party contact, as well as its impressive approach to company growth, which will see the company posting turnover in excess of £230 million for the last financial year – more than double that of the previous year.
Clint continues: “Contact Systems support our existing on-premise solution and with their industry experience implementing omni-channel Contact Centre systems and their technical excellence combined with customer support culture, the choice of supplier was easy for us. The move to the Puzzel Platform will further enhance the unique 24/7 offering that Winn Group provide, together with further enhancing the best-in-class telematics offerings which Winns have successfully delivered for in excess of ten years now.”