Legal services marketing agency National Accident Helpline has met aggressive growth plans and further improved customer experience thanks to its GoldMine CRM system from Access. Since implementation to automate business processes and track marketing activity, the company has been able to triple in size and now has 100 agents working in its two call centres.
National Accident Helpline, which was ranked one of the fastest growing companies in the latest Sunday Times Buyout Track 100 listing, is the biggest and most experienced personal injury claims company in the UK. It has been championing consumers’ rights and providing access to justice since 1993 through a national network of solicitors.
National Accident Helpline wanted to improve its efficiencies to give consumers a faster service. With GoldMine, the company is able to automatically respond to online leads as consumers submit them. The system also provides an audit history so the company can monitor the progress of each lead.
Project Manager Jane Malt said: “With the sophistication of Goldmine, we are able to prioritise lead flow sources depending upon agreed criteria.”
Tracking marketing activity is especially important for National Accident Helpline. The company advertises quite prolifically in a number of quarters and maximises its presence on Google, Yahoo! and Bing. “When consumers call us, we know exactly which marketing activity generated those leads,” she said. “The data we capture with GoldMine helps us map out future marketing plans.”
In addition to GoldMine’s powerful functionality, National Accident Helpline has built a strong relationship with its Access consultants. “As we’ve developed our system, the consultants are always there to help,” said Jane. “They’re quick to respond, and they’ve assisted with the key aspects.”
Access also received recognition in The Sunday Times Buyout Track 100 list, alongside National Accident Helpline. Access was ranked among the top five fastest growing UK software developers. This follows last year’s success when Access made it onto the Profit Track 100 list, which highlighted Britain’s private companies with the fastest growing profits.
For more information on Access, its consultancy and software solutions contact Matt Newman on 0845 345 3300 or visit http://www.theaccessgroup.com.