PriyaPatel
TLDR:
- PPL improved service during half-year renewals with a new platform.
- Performance and service responsiveness were enhanced, with faster call responses and issue resolutions.
Placing Platform Limited (PPL) saw a strong and stable performance during its peak half-year renewals in June and July after transitioning to a new platform. The company implemented updates that resulted in improvements to performance and service responsiveness. By the end of June, 99% of calls to the service desk were answered within 15 seconds, marking a 12% increase from January. Additionally, 80% of service requests raised by market firms were resolved within one working day, an 18% increase from January, and a 29% reduction in market raised tickets was seen between January and June.
Colin O’Malley, the chief operating officer at PPL, expressed satisfaction with the company’s ability to effectively support clients following the challenges of transitioning to a new technology base. O’Malley emphasized that continuous improvement is essential to meet performance and support goals and mentioned plans to build out a wider ecosystem of trading tools. This includes initiatives like an API program, enhancing user experience, and introducing digital contracts.
Overall, PPL’s efforts to enhance service during half-year renewals through technology upgrades and improved performance metrics demonstrate a commitment to providing efficient and effective services to its clients in the insurance industry.
