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Merlin Harness Leading Edge Voice Technology to Deliver Enhanced Productivity

15/12/2011

Leading Chartered Loss Adjusters Merlin Claims has deployed BigHand for BlackBerry to enable efficient, more productive remote working capabilities whilst achieving a reduction in claim lifecycle.

Merlin implemented BigHand for BlackBerry, a market leading voice productivity vendor, as a replacement to traditional portable dictation devices. The benefits Merlin has experienced since implementing the BigHand platform include the ability to take and attach photos and documents whilst on site, access to advanced workflow management, integrated speech recognition and a crystal based analytics module for enhanced management reporting. The results have seen Merlin significantly increase the productivity of its Loss Adjusters whilst working remotely, enabling reports to be instantly sent from site, speeding up initial reporting at the first visit by over 40%.

This combined with a bespoke App, that enables Adjusters to upload details of any communication with a customer directly into Merlin’s claims management system, means the ability to robustly support and drive an enhanced customer experience has been further improved through the use of leading edge mobile technology.

Alex Kilpatrick, Client and Customer Services Director, Merlin Claims, commented: “To support our people and ensure we continue to exceed our clients and their customer’s expectations we are always looking at how we can harness the latest technology to add value to the claims process. BigHand for BlackBerry as well as our ability to develop other bespoke applications is enabling our Adjusters to instantly and effectively communicate whilst in the field. Moving forward we have a number of projects, both for field and office based claims staff that will provide further enhancements and deliver significant benefits.”

About Merlin

Founded in 1992 Merlin Professional Claims Services is one of the leading Loss Adjusting and claims management practices in the UK with a reputation for innovation and excellence as standard. Merlin also brings fresh thinking to the market built on the traditional foundations of multi award-winning companies. Our heritage comes from being able to offer a personal touch to our customers and their clients, working in partnership to protect our clients' reputations and reflect their quality.

Merlin is proud to have achieved many important accreditations in recent years including CII, CMI, Investors in People and AAT. Many of these have been accomplished through the award winning ‘Merlin Training Academy’, solidifying Merlin’s place among the top training organisations in the country.

For further information please contact:
Hayley Tea / Anne Staunton
Peak Marketing & Communication Services Ltd
020 8661 2444
Hayley.tea@peak-marketing.co.uk / Anne.staunton@peak-marketing.co.uk.

About BigHand
The BigHand Group supports over 142,000 professionals globally, across 1,300 organisations, and is based out of London, Chicago, Sydney and Toronto. BigHand is a Microsoft Gold Partner and Elite BlackBerry ISV Partner, and was voted winner of the Australasian Legal Business Magazine’s Dictation & Transcription ‘Service Provider of the Year 2010’ and ‘Dictation System of the Year’ at the 7th Annual Law Technology News (LTN) Awards 2009. Further info is available at www.bighand.com.

For further information please Contact:
Jo Greenway, UK Marketing Manager
BigHand Ltd
jo.greenway@bighand.com