The diamond standard.

TH March was founded in 1887 by Thomas H March, the eighteen-year-old entrepreneurial son of a London Hatton Garden diamond merchant. Today, as the UK’s best-known 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, excellent customer service is central to the company’s success.

The challenge

To support its ongoing commitment to customer experience, in 2017, TH March identified the need to upgrade its phone systems. Each of its six sites had a standalone solution which was restricting business operations — they had to simplify.

The solution

Already looking after TH March’s network, Bistech was the natural choice to unify the business with a cloud-based, centralised Unified Comms solution. The advanced contact centre functionality and real-time reporting would support the firm’s customer service goals.

The benefits

The move to a centralised solution has completely transformed communication, enabling the Customer Service Centre team to direct calls to the right people quickly and efficiently, easily manage queues and enhance overall customer experience.

Return on investment has also been quick to realise, with an 80% saving on line rental and over 50% on calls. Essentially, it’s the ease of communication combined with a real focus on customer service that continues to be a true strength of this long-standing business partnership.

At a glance…

Improved customer experience

Improved customer experience

Customer interactions have been enhanced through optimised contact centre technology.

Optimised remote working

A seamless, productive working environment has been established to support a dispersed workforce.

Cost control

Cost control

IT resources can now be managed and optimised according to changing business needs.