How Harmony Health Cover Is Using RingCentral to Support its Rapid Growth… Even Through COVID
“Your platform just handled 15,000+ concurrent calls!”
Founded by highly experienced insurance-industry professionals, Harmony Health Cover helps individuals, families, and businesses find the best cover options to suit their needs. The organisation’s client-centered approach has led to rapid company growth and earned Harmony Health near-perfect customer ratings on Google Reviews and an “Excellent” overall customer score by workingfeedback.com.
New Milton, England
If you’ve ever purchased health or life insurance for your family or business, you probably found the process confusing and time-consuming. Harmony Health Cover was founded to change that.
Before they started Harmony Health Cover, the organisation’s co-founders spent years as colleagues rising through the ranks at one of the largest insurers in the world. It was here that they began to see how a smaller firm, offering more personalised service, could make purchasing insurance much simpler and less stressful for customers.
Co-Founders Scott Harrison and Kirsty Bennett were clearly onto something. The firm they founded in 2016, Harmony Health Cover, grew more quickly than they could have hoped. In fact, the organisation found their model of highly personalised service working so well with the health-coverage market, they decided to apply the same approach to home loans and insurance—opening Harmony Mortgages and Protection.
And although the team was thrilled to be building positive relationships with an increasing roster of customers, this growth began to place stress on some of Harmony’s IT infrastructure—particularly the firm’s phone system.
“Even through the lockdowns, where we were suddenly a remote staff all over the country, we had no trouble serving customers, and our business wasn’t interrupted in the least. I give a lot of the credit to RingCentral.”
Co-Founder and Managing Director
“As a growing firm in a regulated industry, we needed features and capabilities that weren’t available from our phone provider.”
Co-Founder and Managing Director
Outgrowing its original phone service
When they launched the firm, Scott and Kirsty signed up for basic business phone service from a large telecom provider. That service worked well enough while the company was very small and still signing on its first customers. But, as Scott explains, Harmony Health is in a heavily regulated industry, and the steps the firm needed to complete to keep its phone calls compliant with regulators became increasingly difficult with the old phone system.
“We need to record our calls with customers, log them all, and keep all of that customer data secure and confidential,” says Scott. “We got to a point where our phone provider’s service just couldn’t give us an efficient way to handle those responsibilities.”
Nor were these regulatory demands the only reason Harmony decided to search for a new phone solution. As Scott explains, service levels from the firm’s original telecom supplier were poor, call quality was inconsistent, and the system lacked key capabilities to make the team more efficient and productive.
“We really wanted a phone solution that would integrate with our CRM system, both to automate the recording and storing of every call, and to give our sales agents tools like one-click dialing to make placing calls easier.”
A cloud phone system capable of supporting rapid growth
With RingCentral, Harmony found a phone system that checked all of the boxes. The cloud solution addressed all of the company’s regulatory demands—automatically recording and storing all customer calls, for example, and creating the necessary call logs for record-keeping and audit purposes.
Harmony was able to integrate RingCentral’s business phone solution into their CRM, allowing their sales reps to dial a prospect or customer directly from their desktop or laptop, with a single click, and without having to leave their CRM environment.
And when COVID-19 hit, Harmony found yet another reason to be grateful they’d rolled out RingCentral.
Transitioning to remote work with no delays or interruptions
As the lockdowns went into effect across the UK, Harmony’s team was forced to vacate their offices and work from home. As Scott explains, this experience made the team’s decision to migrate to a cloud phone solution seem prescient.
“We obviously couldn’t have foreseen something like this happening,” he says. “But unlike so many other organisations, we were able to simply pick up our laptops and headsets, go home, bring up the RingCentral softphone app, and start working just as if we were still in the office.”