After Accident Care Team (AACT) is a Yorkshire-headquartered accident management specialist, dedicated to ‘holding the hands’ of people who require support with claims following road traffic incidents, personal injuries, employment issues, medical negligence and more.

Operating in this highly-regulated industry means that compliance is paramount. But for this family-run firm, the quality of the customer experience is equally as important.

When the growing business sought a secure call recording solution, they turned to the cloud telecoms specialists at Vapour.

Under close scrutiny by the Financial Conduct Authority (FCA), AACT was seeking a secure and reliable call recording solution that met the remits of evolving industry regulation.

With strict obligations to monitor and store telephone and electric communications securely – on devices both provided and permitted by the firm – they needed a service that was flexible and scalable to suit the field-based nature of its team too.

Following a car accident in 2018, Vapour’s senior sales support James Wood found himself in dialogue with AACT’s claims manager, Jamie Pigott, regarding the business’ emerging needs. And as the relationship grew, it was the ability to maintain a direct point of contact, as well as fast-paced and reactive support, that put Vapour a cut above the rest.

Extending their three-year contract in 2022, with a desire to advance its telephony solution even further, AACT recently made the switch to Avaya Cloud Office.

While the transition wasn’t without its challenges, our commitment to making the complex simple – stripping back the jargon and speaking in layman’s terms – quickly resolved any concerns and provided much-needed peace of mind for the team.

As well as enabling no-fuss compliance with industry-wide FCA regulations – prioritising GDPR and making infrastructure more robust and secure than ever – Vapour has made day-to-day operations more streamlined for AACT.

With an easy-to-use hardware system, automated call diversions, advanced disaster recovery for business continuity, and more, the cloud-based solution is a far sight from the cumbersome manual activity that went underway at the firm previously. As a result, the accident management specialist is able to keep the customer experience front-and-centre of its focus.