CUSTOMER CASE STUDY

Winn Group

Contact cements long-term relationship with market-leading Winn Group.

The Customer.

Based proudly in Newcastle, Winn Group is a one-stop-shop for accident management and rehabilitation. Our brands include Winn Solicitors, Winns National Accident Specialists, On Medical, On Hire, On Insurance and Onhealth.

A determination to maintain the highest standards has seen the company, which is celebrating its 20th anniversary since its inception, awarded ISO 27001 and Cyber Essentials Plus accreditations, for displaying absolute commitment to data security and protection, with Mindful Employer status highlighting an internal focus on staff development and wellbeing.

Winn Group works 24 hours a day, 365 days a year, to provide an effective, efficient, and meticulous service that is best in class.

The Challenge.

Winn Group required an omnichannel solution to enhance its existing services and maintain growth momentum.

The Solution.

“Contact supports our existing on-premise solution. Given the team’s considerable industry experience, technical excellence in deploying omnichannel Contact Centre solutions, and amazing customer support, the choice of supplier was easy for us.”

Clint Milnes
CIO, Winn Group

Contact Centre experts, Contact, signs multiple-year deal with accident claims solicitors, Winn Group, to deploy and support its Puzzel communications platform.

Having supported Winn Group’s previous Mitel system, Contact has proven itself to be a technically capable and proactive communications partner, representing a significant step in Contact’s commercial evolution.

Reliable omnichannel systems, like Puzzel, have quickly become the gold standard for Contact Centres such as Winn Group, and Contact has established itself as a key omnichannel Contact Centre enabler, embarking on a mission to support larger enterprise Contact Centres with hundreds of seats, in their Digital Transformation Strategies.

The Results.

“Telephony is the lifeblood of any business that relies on rich customer communication and, as Puzzel’s most-valued partner in the UK, we’re so excited to leverage our experience with the platform, and deliver bespoke solutions that integrate all the modern forms of communications that end-users now expect.”

Matt Jones
Director, Contact

The Manchester-based Voice & Data supplier will leverage the operational knowledge it has gained over the last year to design and deliver a superior, omnichannel solution enabling the accident management-focused legal firm, Winn Group, to enhance its existing services and maintain growth momentum.

“We are delighted to cement our partnership with Winn Group and to work with them to customise and deliver the most advanced Contact Centre solution in the industry over the next six months, alongside ongoing support and maintenance that will ensure a consistent experience for all.”
Matt Jones, Director, Contact

Puzzel, the comprehensive communication solution, seamlessly incorporates various popular digital communication platforms, such as WhatsApp, WebChat, SMS, and email, together with self-service voice IVR. It also allows agents to leverage real-time client information via integrations with existing CRMs and database platforms.

Our partners and suppliers

CUSTOMER LOVE

What our customers say.

“It was a simple decision to work with Contact. The knowledge of what’s available in the market is a given, but the difference is in the level of service you get – always on hand to ensure the business runs smoothly. Service, above everything else, is the most important aspect when choosing a telecomms partner, and that’s where the people at Contact excel.”
- Andy Mellor, Fish Insurance.

“Puzzel’s low-cost and highly flexible and therefore will be the foundation for a lot of new operational enhancements we’re planning in the future. I can’t thank Matt and the team enough for always having our back and providing a platform that will really help us grow and adapt to the communication behaviour of the younger generations as they enter the housing market.”
- Zac Evatt, Operations Director, Meridian Mortgages.

“Contact supports our existing on-premise solution. Given the team’s considerable industry experience, technical excellence in deploying omnichannel Contact Centre solutions, and amazing customer support, the choice of supplier was easy for us. Clint Milnes, CIO, Winn Group” The Manchester-based Voice & Data supplier will leverage the operational knowledge it has gained over the last year to design and deliver a superior, omnichannel solution enabling the accident management- focused legal firm, Winn Group, to enhance its existing services and maintain growth momentum.”
- Clint Milnes, CIO, Winn Group.

“Basically, they helped us understand the rules and ensure that the transition happened smoothly... And it did, much to everybody's astonishment! A testament to the quality of Contact and the Puzzel system is that everything went swimmingly. More than 95% of our calls are answered in three rings Contact has genuinely made a difference to our team and our customers.”
- Vicky Hodgson, Onebright.

“Contact have become an extension of the Clarion IT team whilst onsite, working seamlessly alongside colleagues at all levels.”
- Dan Mitchel, Clarion Solicitors.

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