About Riviera Insurance.
The Riviera Group was founded in 2016 and is made up of two entities, Riviera Insurance Insurance Services Limited which specialises in insuring private hire vehicles and All Sport Insurance Services Limited which specialises in providing insurance for sports professionals, semi-professionals, clubs and sporting associations helping them get affordable rates that don’t hinder their ability to play. Together the two businesses and 22 staff look after circa 5,000 accounts across the country from their office based out of Torquay.
Both businesses run with a very customer-centric approach which means they spend a lot of time creating bespoke, fair quotes for the two arms of their business, as well as helping deal with claims once they arise. “Going Beyond The Call” is a core value of Wavenet that resonated with both businesses and is a key reason for the partnership flourishing since they joined Wavenet almost 12 months ago.
In an industry where speed and accuracy are paramount, Riviera found the support they were receiving with their incumbent was slow and inefficient. The desire to have more efficient support that took the stress away from their system, allowing them to focus on helping their customers during particularly difficult times formed the foundation for their decision to seek an alternative provider.
One of the biggest bugbears Riviera had with their current system was the fact it was an out of the box system and was rather rigid, meaning it wasn’t able to completely satisfy all of the needs of their business.
Kevin Davies, MD of Riviera, who had previously worked with Wavenet during his time at Brightside Group, knew that his current service and support could be improved which is why he turned to a provider who he was familiar with and knew would be able to meet their needs.
“Wavenet took the time to understand our needs and created a bespoke solution which is able to meet the different needs of our business, we couldn’t be happier that we made the switch in providers.”
Once the system was installed, Riviera immediately started to realise the difference in providers. First, through the attitude in supporting the business and ensuring they had a more appropriate platform to support their needs. For example, a key requirement for their business was the need to have a pre-recorded scripting of a legal statement which was necessary for compliance. Their previous supplier told them that it simply “wasn’t possible to do”, however after scoping out their requirements and creating Riviera a bespoke solution, this was implemented instantly.
Alongside a phone system that met the needs of the business, they also found that Wavenet’s recommendation to utilise SIP trunking as part of the solution meant they were able to gain more control over their calls, giving them greater call quality and reliability. This was a benefit that was unearthed from the discovery sessions conducted by Wavenet, gathering detailed requirements and gaining a better understanding of the business needs.
With the improvements that came with their system, now meeting their needs coupled with the training and support they received around the install, the company became far more comfortable with the system which meant their need for support decreased. That being said, they were now confident that Wavenet were able to support their business moving forward with their team of experts across the business.
If there is a cultural alignment between two businesses it is far easier for them to successfully work together, which is what Riviera found working with Wavenet. Both companies understand the importance of putting the customer’s needs at the heart of everything they do and the importance of forging strong relationships with them. Wavenet have provided Riviera with the service they sought but has also delivered a system that has improved Riviera’s business and their ability to support their customers.
“Wavenet has given me access to relevant experts should things fall over, an account manager that makes recommendations and brings things to our attention because he understands our business, the company is continuously pushing innovation and it’s safe to say there is nothing further we want from the partnership beyond the service and support we have received.”
– Kevin Davies, Managing Director, Riviera Insurance