VKY
Case studies

What our clients, their customers and their colleagues experience.

A selection of work by our team. Each case is for one client, who is not named. The colleague moves were led by our leadership team before VKY.

1 in 4calls resolved by AI from start to finishOne UK insurer
4.6×the policies each frontline colleague looks afterOne UK insurer
95%of colleagues stayed after a move our leaders ledOne UK insurer, before VKY

Clients using our AI on their calls hold Trustpilot scores between 4.5 and 4.9, and those scores have only ever risen after our AI was introduced.

Looking after customers

Customers looked after, first time.

InsuranceOne UK insurer

Routine calls, resolved by AI

1 in 4calls resolved by AI from start to finish, within three months
20%shorter calls for colleagues, with no drop in customer satisfaction
The situation
The contact centre needed capacity back without customers noticing any change in service.
What we did
We introduced AI agents for policy documents, cancellations and new claims. Each one captures the reason for the call and checks identity before passing the customer to a colleague.
ClaimsOne claims business

Claims taken right first time, at any hour

30%more productive at first notice of loss
24/7claims taken right first time
The situation
Customers needed to report claims whenever an accident happened, and handlers needed complete details from the start.
What we did
We developed an agent that takes claims around the clock, checks the details as it goes and passes each claim to a handler.
Insurance distributionOne insurance distributor

Every quote followed up within a second

47%more quotes turned into customers
The situation
Customers who asked for a quote and did not buy were rarely contacted again in time.
What we did
AI now follows up an unconverted quote in under a second, then hands the customer to a colleague or books a callback.
Running the operation

Operations that do more with every colleague.

InsuranceOne UK insurer

Four times the policies per colleague

4.6×more policies looked after per frontline colleague
2,500 → 11,500policies per colleague, before and after, in round numbers
The situation
The insurer wanted to grow its book without growing its back office at the same pace.
What we did
We worked with the chief operating officer on a daily focus on the reasons customers made contact, and introduced AI and automation for renewals, dual insurance and payment exceptions.
InsuranceOne UK insurer

Fewer complaints, from the same data

11%+fewer complaints reaching the chief executive
2 monthsto deliver renewals automation
The situation
Complaints were reaching the chief executive's office, and the renewals team was busy with routine work.
What we did
We automated renewals end to end in two months, freeing the renewals team to contact customers proactively, and kept tracking complaints through the same data.
InsuranceOne multinational insurer

AI behind every stage of the operation

146AI and automation processes in use
£2m+saved every year
600,000+tasks handled each year
The situation
The insurer was running its own transformation programme and wanted a partner alongside it.
What we did
We worked with their teams to introduce AI and automation across service, claims, underwriting and fraud, including checks on affordability and customers who need extra support.
Welcoming colleagues

Colleagues who move, and stay.

Our leadership team led these moves in previous roles, before VKY.

EnergyOne energy supplier, before VKY

Two teams, one culture

400colleagues brought together
Highercustomer satisfaction under one team
The situation
Around 400 colleagues were moving from two previous providers.
What our leaders did
Our leaders brought them together under a single management team, with named leaders, clear communication and the same room to grow.
InsuranceOne UK insurer, before VKY

A move where people stayed

95%of colleagues stayed
The situation
More than 100 colleagues were moving from a previous provider.
What our leaders did
Colleagues met their new leaders early, kept the terms that came with them and started training and progressing from the first day.
Banking and creditOne lender, before VKY

Better quality after the move

50colleagues moved
Improvedquality outcomes
The situation
A team of 50 colleagues moved from a previous provider.
What our leaders did
Our leaders introduced a new way of scoring quality, designed with the team, and coached against it every week.
InsuranceOne UK insurer, before VKY

Freedom that customers noticed

100colleagues moved
Highercustomer satisfaction as the team gained freedom
The situation
Around 100 colleagues moved from a previous provider.
What our leaders did
Our leaders gave the team more freedom to resolve customers' issues themselves, and stayed close by.

To begin a conversation, write to info@vkyautomation.com. You will hear back from one of our founders.

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