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Loss Management Group – a Text Messaging solution Case Study

February 8, 2011

Loss Management Group (LMG) use a ProcessFlows Text Messaging Solution to Enhance Client Communications

Over 20 years experience in valuing and repairing jewellery

LMG is the largest organisation in the UK specialising in the professional management of insurance claims for damage, loss or theft of jewellery, watches, collectables, art and antiques.

As well as serving the customer directly, LMG works with the UK’s major household insurers and loss adjusters to bring about fair, professional and convenient settlements.

Contacting policyholders quickly

LMG are required to contact policyholders under their instruction within a 1 hour period and found that using a conventional call was very time consuming. They decided to implement text messaging to make this part of their service more efficient.

Send SMS from any networked computer

Mark Wright, IT Systems Manager at LMG commented:

Sending a text message would save staff time and call costs and still meet our agreed service standards for policyholder contact. We chose ProcessFlows Text Message Solution on the recommendation of our telecoms provider.

Text messaging saves time and money

ProcessFlows’ text messaging solution, allows the sending and receiving of SMS messages to and from mobile phones via the LAN, without the need to deploy expensive communication hardware.

LMG have their ProcessFlows Text Message Solution gateway configured on their mail server. Mark Wright explained: “Our claims management system generates a configured text file which is placed in a default Text Message Solution directory and the ProcessFlows Text Message Solution file processor polls this directory regularly, acting upon whatever files are present.” He added, “Integration with our solutions was not an issue. We were able to create a text export from our Access application to produce the text file for the SMS system to read.

Text messaging has helped absorb increased claim volumes without any additional costs

The installation of ProcessFlows Text Message Solution went smoothly and no problems were encountered. Any issues we had during operation have were dealt with speedily and efficiently by the support team at ProcessFlows. We have also been happy with the style and knowledge of our Account Manager.

Mark Wright, IT Systems Manager

Real efficiency and productivity gains have been realised. Mark has also stated that LMG has been able to cope with an increase in claim volumes, without the need to take on extra staff in the claims management team … adding that users find the solution very easy to use.

Our experience of ProcessFlows Text Message Solution is very good and we plan to make the most of the benefits to be gained.

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