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Thunderhead accelerates Helphire’s processing of motorist claims

~ enterprise communications platform will speed up processing times and provide multi-channel communications with customers ~

March 05, 2008

Helphire Group plc, the UK’s leading provider of non-fault accident management and out-sourced services to the insurance industry, has implemented Thunderhead NOW as its foundation for personalised multi-channel customer communications as the company grows and moves into new markets.

Helphire provides white label accident and claims handling for insurance companies, for whom it manages ad-hoc communications across multiple stakeholders, from insurance companies, brokers and bodyshops, to lawyers, doctors and engineers. Each insurance claim generates approximately 200 various documents, and with hundreds of thousands of claims being processed annually, many millions of documents are generated.

In order for Helphire to respond rapidly to customer demands, the Thunderhead NOW platform empowers business users to quickly co-ordinate and process all documents generated for each claim. The NOW platform means that Helphire no longer needs to rely on its IT department for document processing, removing it as a bottleneck, and further speeding up the claims process.

“We chose Thunderhead following an evaluation of products and a Gartner recommendation identifying its technology as innovative and easy-to-use for end users,” said Richard Edwards, managing director of IT at Helphire. “With each document being sent back and forth between several different organisations this was proving to be a time-consuming and expensive task for the IT department to maintain.”

With customers wanting to be contacted in a variety of ways, from letters and emails to text messaging, Thunderhead’s technology will allow Helphire to communicate with motorists via their preferred channel, helping to provide better and more flexible customer service.

“Thunderhead NOW enables us to create and maintain customer claims in a timely manner, in large volumes, 24 hours a day – allowing motorists to get back in their cars quicker. Also, it will support not just printed communications, but email, online and SMS – whatever our customers prefer. Understanding what our customers want and how they want to be contacted gives us the competitive advantage we need to remain ahead of the game,” continued Edwards.

“The Thunderhead NOW platform can assist Helphire grow its business by providing a scaleable technology which complements its entrance to new markets, such as Spain, and the provision of service to new clients, such as the major motor manufacturer’s warranty schemes,” said Glen Manchester, CEO of Thunderhead. “In addition, the technology can fulfil Helphire’s ambitions of improving customer engagement by offering multi-channel communication facilities, particularly across mobile devices.”

Executive quote

“The Thunderhead NOW platform can assist Helphire grow its business by providing a scaleable technology which complements its entrance to new markets, such as Spain, and the provision of service to new clients, such as the major motor manufacturer’s warranty schemes,” said Glen Manchester, CEO of Thunderhead. “In addition, the technology can fulfil Helphire’s ambitions of improving customer engagement by offering multi-channel communication facilities, particularly across mobile devices.”

Customer quote

“We chose Thunderhead following an evaluation of products and a Gartner recommendation identifying its technology as innovative and easy-to-use for end users,” said Richard Edwards, managing director of IT at Helphire. “With each document being sent back and forth between several different organisations this was proving to be a time-consuming and expensive task for the IT department to maintain.”

“Thunderhead NOW enables us to create and maintain customer claims in a timely manner, in large volumes, 24 hours a day – allowing motorists to get back in their cars quicker. Also, it will support not just printed communications, but email, online and SMS – whatever our customers prefer. Understanding what our customers want and how they want to be contacted gives us the competitive advantage we need to remain ahead of the game,” continued Edwards.

About the company

About Helphire

Award-winning Helphire Group plc, established in 1992, is the market leader in the provision of accident assistance to innocent drivers involved in road accidents.
Helphire Group plc, through its subsidiary companies, provides a host of services to the insurance and motor industries including the provision of legal expenses, theft policies, claims handling facilities and accident management solutions, reinforcing the company's position as the UK's leading provider of services to non-fault accident victims. These subsidiaries are:

- Angel Assistance, providing legal expenses insurance (LEI) and claims handling services to the broker and insurance market.
- Albany Assistance Limited, a wholly owned subsidiary of the Group since October 2004, offering white label legal expenses insurance (LEI) and claims handling services to the insurance market
- Swift Rentacar, offering a specialist prestige marque for marque credit hire service to dealerships and motor manufacturers
- Total Accident Management, offering a complete motor claims and repair management solution to the fleet and insurance motor market
- e-register, the jewellery valuation, registration, and claims handling arm of the Group, providing a unique one-stop shop for the protection and recovery of valuable items
- CS2 Group, comprising Fleet Legal Limited, a vehicle fleet accident manager, E-Claim Limited, a provider of legal expenses insurance and Medirep Marketing Limited, a medico-legal reporting agency
- Cab Aid Limited, a specialist provider of replacement vehicles to the taxi market and provider of full claims management services, including vehicle repair, loss of earnings and PI claims handling.

About Thunderhead

Thunderhead is the leading provider of enterprise solutions for the production of customer engagement and multi-channel business communications.

Thunderhead delivers the only enterprise platform that enables business users to manage the end-to-end process of creating intelligent personalised communications across multiple channels.

Due to its unique combination of Business User control, standards-based architecture, and enterprise capabilities, Thunderhead has quickly established itself as the clear market leader for financial services organisations, counting leading businesses such as Prudential, SAGA, Morgan Stanley, Lehman Brothers, Alliance and Leicester, and BUPA amongst its customers. Thunderhead services its global customer base from offices located in North America, Europe and Asia Pacific.

For further information please visit www.thunderhead.com.

Contact details

For further information, please contact:
Farimah Saadat or Tulna Shah at LEWIS
Tel: +44 (0) 20 7802 2626 Fax: +44 (0) 20 7802 2627
Email: thunderhead@lewispr.com
Internet: http://www.thunderhead.com

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