Videos
How Financial Institutions are Overcoming Regulatory Challenges
Watch this short video, where Brad Gorton shares a little more about how financial institutions are overcoming regulatory challenges with Kerv.
Kerv Collaboration and Compliance is proud to work with 7 of the 10 top tier banks, insurance companies and traders, supporting them to maintain compliance in a constantly changing, heavily regulated industry.
As new communication tools are adopted by staff and customers, the need for data to be recorded, monitored and securely stored across multiple collaboration and social platforms is more critical than ever for organisations who want to uphold their reputation and avoid severe penalties.
Watch our video to learn more!
Want to join us at Kerv?
Case Study
Mi Hub Turns to Kerv to Improve their Customer Journey
Client
Mi Hub
Project type
Customer Experience Transformation
Product
Genesys Cloud & Microsoft Teams
Mi Hub is an international supplier of corporate clothing uniform solutions to businesses and individuals, trading through its Dimensions, Affinity, Alexandra and Yaffy brands.
They turned to Kerv when their on premise contact centre solution was no longer providing them with the desired customer experience.
“Kerv impressed me, not through just their expertise, but actually how they engage with their customer base.” Sarah Shanks, Head of Customer Operations. “Kerv like to get to the bottom of the customer’s core need… it’s really important to have suppliers around you that not only know how important it is but are driven to enhance, evolve and improve as much as you are.”
Watch the full testimonial now.
Kerv were brilliant to work with throughout. We managed to deliver the project within 5 months on the first attempt and deliver a service that is stable and has room for growth.
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Videos
How Financial Institutions are Overcoming Regulatory Challenges
Why Compliance Matters
In sectors like finance and communication tech, compliance isn’t just a buzzword; it’s a necessity. Regulatory frameworks are always evolving, and the cost of non-compliance can be astronomical, both financially and reputationally.
Why Azure?
Choosing to host Compliance Cloud on Azure wasn’t just a shot in the dark. Here are a few reasons why it’s the perfect fit:
1️⃣ Scalability: Azure’s robust infrastructure allows for dynamic scaling. That’s crucial when we’re ingesting and storing vast amounts of live and archival data.
2️⃣ Security: Azure provides industry-leading security protocols, ensuring that our data and your data remain locked down tight.
3️⃣ Resilience: With Azure, we benefit from data redundancy and failover capabilities, ensuring uninterrupted service and data integrity.
The Resilience Factor
So what makes Compliance Cloud truly resilient? It’s the seamless integration with Azure’s robust feature set, combined with our tailored modules for User Management, Data Ingestion, Storage, Monitoring, and Reporting. That’s resilience designed for the real world.
The Importance of CDR Reconciliation for Teams
In today’s fast-paced trading floors, back offices, and contact centres, Microsoft Teams has become a ubiquitous communication tool. But simply recording these interactions isn’t enough.
CDR Reconciliation (CDR Rec) goes beyond just gathering data; it brings accountability and traceability to Teams conversations. It ensures that every call detail is captured, verified, and aligned with compliance mandates.
This is particularly crucial for regulated industries where a single error can mean severe financial and legal repercussions. By integrating CDR Rec into Teams, organisations not only safeguard against such risks but also gain invaluable insights into call patterns, making it an indispensable component in modern business operations.
24/7 Monitoring: Vigilance That Never Sleeps
In an industry where every milli-second counts, the stakes are high for ensuring seamless operations and compliance.
That’s why at Kerv, we’ve instituted 24/7 monitoring across all modules, from user activity to data ingestion and storage. Our real-time dashboards and automatic alarming features are not just about identifying issues; they’re about pre-empting them.
We recognise that in today’s volatile market, “always-on” isn’t a luxury – it’s a necessity. With our round-the-clock monitoring, we offer our clients the assurance that their data is not just secure but also compliant, every second of every day.
Want to join us at Kerv?
Case Study
Mi Hub Turns to Kerv to Improve their Customer Journey
Client
Mi Hub
Project type
Customer Experience Transformation
Product
Genesys Cloud & Microsoft Teams
Mi Hub is an international supplier of corporate clothing uniform solutions to businesses and individuals, trading through its Dimensions, Affinity, Alexandra and Yaffy brands.
They turned to Kerv when their on premise contact centre solution was no longer providing them with the desired customer experience.
“Kerv impressed me, not through just their expertise, but actually how they engage with their customer base.” Sarah Shanks, Head of Customer Operations. “Kerv like to get to the bottom of the customer’s core need… it’s really important to have suppliers around you that not only know how important it is but are driven to enhance, evolve and improve as much as you are.”
Watch the full testimonial now.
Kerv were brilliant to work with throughout. We managed to deliver the project within 5 months on the first attempt and deliver a service that is stable and has room for growth.
Challenge
To meet the demands of a rapidly growing business and maintain its market leading position, GoodShape embarked on a digital transformation programme. The aim was to successfully transition from a rigid on-premise solution while redesigning and improving both the member and colleague experience.
Specialist customer experience partner Kerv Experience helped scout the market and benchmark suppliers against the company’s 15 key requirements. For example, by ensuring service levels consistently met 99.99% availability 24/7/365.
Solution
After a period of consultation Genesys Cloud was selected as the way forward. Blended inbound, outbound, call-backs and emails are now managed effortlessly from one omni-channel desktop. Productivity and member experience have been further improved by integrating Genesys Cloud with the company’s back-office systems and JIRA, a home-grown CRM platform. The payroll system will be next, automatically capturing extra shifts within employee payslips.
Result
Superior advisor and member experience
GoodShape advisors and nurses typically only took a few hours to pick up the new system. “They like the new features, such as peer and supervisory support via live chat or video calls, and feel more engaged and in control when dealing with members,” says Ed Lane, Head of Operations.
“Kerv’s cloud and contact centre expertise proved invaluable in helping us to get the best out of Genesys Cloud. Their specialists helped design and align the solution with our processes and KPIs.”
Automating caller ID verification alone has saved around 30 seconds per call and slashed the time it takes staff to access information and link call recordings within the CRM system. Members have more options to self-serve and can also request a call-back or complete a short survey and leave feedback – new services that weren’t previously possible. “Work quality has improved year-on-year with scores increasing by 6%,” says Lane. “Moreover, we’ve seen a fourfold reduction in employee attrition rates, pointing towards increased job satisfaction.
One month’s calls in a week
GoodShape stayed tightly aligned to the COVID-19 timetable and fast-changing advice from the UK Government throughout.
“We had to handle one month’s call volumes within the first week, while at the same time redeploying 150 worried employees to safe home working,” says John Coyne, Head of IT, Data and Compliance. “To overcome this, we adapted our protocols and care pathways daily. This included on-the-fly changes to IVR menus and messages, ensuring our team and service users always received expert advice and the latest information.”
Crucially, GoodShape digitised entire processes and introduced COVID-19 control protocols within days. “Through better call prioritisation, our nurses were able to improve triage efficiency, make more timely interventions and get members at serious risk referred quickly,” says Clinical Governance Officer, Suzanne Marshall. “This undoubtedly helped save lives.”
Result
Solid 300% growth plan
GoodShape serves multiple NHS trusts, so any drop in performance directly impacts their clients’ ability to staff safely. Near-live data is critical to ensuring these needs are met.
The company has laid a solid foundation for achieving its 300% growth plan. It was the first absence management provider in the UK to be ISO27001 certified. Now, twice-yearly quality audits are more straightforward. Bringing screen and voice recording together has halved the time required by an assessor to undertake an audit.
Other results included a 63% year-on-year drop in abandoned calls (excluding COVID-19 impact during March/April). Advisor and nurse occupancy levels have improved.
Average handling time has reduced by 30 seconds, saving around £80,000 a year. Members can now close absences using IVR. This has cut inbound demand and costs by over £100,000, while third-party chat and email object routing has saved a further £125,000 per annum. In the first four months, over 1,100 customer satisfaction surveys were completed, with an average score of 88.7%.
“We’ve not only managed peak demand, but also raised our game – safely migrating to home working while improving the quality, speed and effectiveness of services. As a result, we now have a significantly more agile business model and resilient disaster recovery plan.”
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