Crawford & Co. UK Launches ‘Customer First’ Initiative

Crawford & Company® UK has announced its first initiative since the acquisition of GAB Robins. Its “Customer First” initiative combines the “two organizations’ customer service delivery models under single leadership.”

Crawford said the ‘Customer First’ initiative “will be led by newly appointed Customer Service Director for Europe, Middle East, Africa & Asia Pacific, Karl Bollard, and will combine a range of process and service delivery solutions, including Crawford’s award-winning Expert Service Delivery and GAB Robins’ Subs 90, Personal Claims Manager and Pathway systems.”

It will continue Crawford’s ongoing commitment to redesign and hone its processes around what clients and their customers really want from their claims services provider.

Crawford’s CEO for Europe, Middle East, Africa & Asia Pacific, Ian Muress, commented: “In the UK, where we have brought GAB Robins and Crawford together, we have the opportunity to create a market leader that draws on the very best of both companies, and puts customers at the heart of everything we do.”

Clive Nicholls, CEO for UK & Ireland added: “Based on its pilot deployment, Customer First has produced stunning results for customer satisfaction, employee engagement and drastically reduced time spent on a claim without compromising quality. Customer First is now being rolled out across the UK business and will become the way that we work. I believe that Customer First will challenge the norm and be a step change to how claims management is viewed in the UK.

“Under the Customer First umbrella, both businesses can use a single name externally with clients and customers to refer to Crawford’s approach which places customers at the center of our business.”

Source: Crawford and Company UK