TH March was founded in 1887 by Thomas H March, the eighteen-year-old entrepreneurial son of a London Hatton Garden diamond merchant. Today the UK’s best-known firm of specialist jewellery trade insurance brokers, TH March also offers a wide range of commercial and personal insurance products. Growing steadily with 120 employees and six strategically placed offices across the UK, customer service excellence is central to the company’s success.
To support their ongoing commitment to customer experience, TH March identified that they needed to upgrade their phone systems and talked to Bistech, who already looked after their networks. Following a detailed evaluation process of several providers, Bistech’s single centralised Unified Communications solution was chosen.
With timescales agreed and thorough planning and expert project management in place, the switchover was seamless. The success of the project was evidenced just two weeks later when UK businesses everywhere ground to a halt for two days due to extreme weather conditions. Like many other businesses, TH March suffered the adverse effects with only one of their six sites able to remain fully open. But with Bistech’s help, calls were rerouted quickly and customer service remained unaffected throughout!
For the Account Management team at TH March, who spend much of their time on the road, enabling true mobility has been another key benefit. And in the Customer Service Centre, Bistech’s advanced contact centre solution has transformed the management of calls, reducing waiting times and with real-time reporting information that helps them quickly pull in additional staff when needed.
Financially, the return on investment has been quick to realise, with 80% savings on line rental and over 50% on calls. It is clear that ease of communication combined with a real focus on customer service continues to be a true strength of this long-standing business partnership.