C-Quence Case Study
Discover how C-Quence has transformed its telephony, enhancing employee satisfaction, elevating customer experiences, boosting productivity, and strengthening resilience.
Elliot Biggs, Chief Information Officer, C-Quence
“One of the things I really like about Xeretec is that there isn’t just one solution, instead they have a number of potential solutions and providers, giving us real choice.”
C-Quence is a forward-thinking insurtech Managing General Agent (MGA) on a mission to transform the commercial insurance industry. Since its founding in 2018, C-Quence has been dedicated to eliminating inefficiencies and outdated processes which have long dominated the industry, creating a faster, client-centric approach to insurance.
The Challenge
C-Quence set out to modernise its operations and remove inefficiencies in the commercial insurance market, but its telephony setup struggled to scale alongside the business. As the team grew, relying on personal mobile phones and external call handling became increasingly impractical, prompting the need for a more professional, flexible, and scalable solution.
Transition to Business Telephony
The desire to move away from personal mobile numbers to a dedicated business telephony system
Separating Personal and Business Calls
The need to distinguish between personal and professional calls to improve control and professionalism
Call Monitoring
The ability to monitor client interactions by telephone and call volumes
Customer Service
The desire to move away from a Call Answering Service which wasn’t providing the customer service desired
Solution
Unified Communications
from GoTo
Xeretec worked closely with C-Quence to gain an unÂderstanding of their current communication infrastrucÂture and strategy to then evaluate potential solutions, shortlisting three telephony providers. After facilitating detailed evaluations with Xeretec, C-Quence selected the GoTo Connect UCaaS solution for its flexibility, competitive pricing and integrated features.
With Xeretec’s expert guidance, the GoTo solution was implemented in a matter of days, and comprehenÂsive training ensured the team was operational within weeks.
Employee Experience
The GoTo solution has significantly improved the day-to-day experience for C-Quence employees. Staff can now easily distinguish between personal and work calls on the same device.
Customer Experience
With GoTo, incoming calls are now handled directly by C-Quence employees rather than a call handling service. Customers benefit from improved service quality, with intuitive call routing and personalised handling.
Productivity Gains
Having The GoTo system has streamlined workflows, enabling better call management and message handling.
Control & Compliance
GoTo’s call recording feature provides both protection and actionable insights. C-Quence can monitor call origins and patterns, enabling them to identify issues and adapt accordingly.
Customer Testimonials
Real-world results from organisations who partner with Xeretec
"Since partnering with Xeretec, we have benefited from their expertise, dedicated account management and access to the portal which offers all the valuable insights of our MS license volumes, empowering us to make informed decisions regarding our usage. The healthcheck conducted by Xeretec was incredibly enlightening and enabled Freedom Fibre to optimise the value derived from our Microsoft licenses effectively."
Neil Ryalls
UK Systems Manager
Book a Telephony Assessment
Book a telephony assessment today and take the guesswork out of choosing the right solution. We do things differently. Rather than pushing a single provider, we assess your business needs and recommend the best-fit options for you. With the telephony market evolving so quickly, it’s hard to keep up, but we do the legwork so you can move forward with confidence.
