PROBLEM
Homeprotect, an award‑winning UK home insurance provider specialising in high‑risk properties, recognised that its customer service operations were being held back by outdated, manual processes. As the business continued to grow, the lack of automation and visibility across customer interactions began to impact efficiency, scalability, and service consistency.
Key challenges included:
- Heavy reliance on manual processes
Customer interactions, third‑party communications, and internal workflows were managed manually, consuming significant time and limiting operational visibility. - Poor client relationship management
There was no structured process for managing callbacks or tracking ongoing customer interactions, resulting in inconsistent experiences. - Outdated case management
Cases were tracked manually with little automation, requiring excessive effort to assign work, monitor progress, and resolve issues efficiently. - Insufficient reporting and visibility
The existing system provided limited insight into performance metrics, making it difficult to assess workloads, spot bottlenecks, or optimise service delivery. - Inadequate SLA management
Service Level Agreements required constant manual oversight, increasing the risk of missed deadlines and inconsistent service performance.
Homeprotect needed a modern, scalable CRM solution that could automate service operations, improve visibility, and support a more proactive, customer‑centric approach.
SOLUTION
Cooper Parry Digital implemented Salesforce Service Cloud and Salesforce Scheduler to modernise Homeprotect’s customer service and case management operations, introducing automation, structure, and real‑time insight across the business.
The solution included:
- Automated case management with Salesforce Service Cloud
Cases are now automatically assigned based on predefined criteria, with clear statuses and escalation paths that ensure faster, more consistent resolution. - Improved internal and external communications
Salesforce Scheduler enables internal teams to book appointments efficiently while allowing customers to schedule time directly with Homeprotect representatives, reducing friction and response times. - 360° visibility of service operations
Automatically generated reports provide real‑time insight into workloads, case resolution times, and customer trends, enabling data‑driven decision‑making. - Automated SLA tracking and compliance
Salesforce Milestones track SLAs and key service objectives in real time, ensuring tasks are completed on time without the need for constant manual intervention. - Scalable, user‑friendly CRM design
Cooper Parry Digital worked closely with Homeprotect to ensure the solution met all current business requirements while remaining intuitive, flexible, and scalable for future growth.
VALUE ADDED
The Salesforce implementation delivered tangible commercial and operational improvements for Homeprotect, transforming customer service into a more efficient, insight‑led function.
Key outcomes included:
- Centralised management of all customer service processes
Service Cloud unified case handling, communications, and reporting into a single platform, improving collaboration and consistency. - Significant efficiency gains
Automation reduced manual effort across case assignment, appointment scheduling, and SLA management, freeing teams to focus on higher‑value interactions. - Improved customer experience
Faster response times, clearer communication, and proactive service delivery enhanced customer satisfaction and trust. - Actionable insight through real‑time analytics
Enhanced reporting enabled Homeprotect to monitor performance, refine processes, and continuously improve service quality. - Measurable business impact
- £1m increase in revenue
- 60% improvement in operational efficiency
- 10x increase in customers supported per month
- Smooth adoption and rapid time‑to‑value
Salesforce Service Cloud was implemented within a tight timeframe, achieving strong user adoption and a seamless transition for all stakeholders.
