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Case Study

Home Appliance Guard Case Study

Home Appliance Guard Reduce Costs, Accelerate Productivity and Prepare for Growth

Home Appliance Guard (HAG) is a specialist provider of consumer-focused breakdown insurance products for home electrical appliances. HAG covers consumers from the financial burden of accidental damage, mechanical or electronic, to all home appliances from washing machines to televisions. Founded in 2006, its ongoing mission is to become the leading independent provider in this field.

During its growth, HAG’s requirements quickly exceeded the functionality that its original contact centre system could offer. To grow as planned, they needed a highly resilient contact centre platform to maintain the reliability and stability that bolstered the level of service its customers had come to expect.

Working with systems integrator 4net, Home Guard chose the private cloud hosted Avaya Communication Manager for standard telephony features with Avaya’s Proactive Contact for outbound calls and the Enghouse Interactive Communication Center (EICC) from Enghouse Interactive for all inbound enquires.

“We have been really impressed with the positive impact EICC has already had on our customer-facing operations,” says Andy Graham, Head of Appliance, Home Appliance Guard. “We have already gained a wide range of benefits since implementing it. The large cost savings achieved through selecting a cloud-based approach together with the savings made from the operational efficiencies of the system itself have been a huge benefit, and we have been quick to reinvest the money back into our plans for future growth.”