About TH March
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 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 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.
Already looking after TH March’s network, Bistech was the natural choice to unify the business with a cloud-based, centralised Unified Communications solution. The advanced contact centre functionality and real-time reporting would support the firm’s customer service goals. And so, with timescales agreed and expert project management in place, the transition to the new system was seamless.
The business 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. For the Account Management team who spend a lot of their time on the road, enabling mobility has been another huge benefit.
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.