Case Study: Brewin Dolphin

Working with Sabio, Brewin Dolphin, one of the UK’s largest private investment managers, went beyond the Financial Services Authority’s (FSA) telephone compliance recording regulations to implement a fail-safe recording solution that protects its customers and its national operation from potential risk.

BUSINESS CHALLENGE

Brewin Dolphin needed FSA compliance with their guidelines by recording and retaining telephone conversations whilst achieving more business benefits. This included a reliable and accurate recording of each customer interaction, handled from any of its 40 UK offices that would be easily accessible, on demand.

SABIO SOLUTION

Sabio implemented Avaya Impact 360 Recording solutions across Brewin Dolphin’s 40 UK offices, providing full-time recording technology for every single handset to ensure full compliance with FSA regulations and guidelines.

RESULTS DELIVERED

Brewin Dolphin is now 100 per cent FSA compliance. The project has also unlocked significant business benefits including:

• The creation of an organised and accessible record of all its customer interactions
• Support for the Government’s Treating Customers Fairly (TCF) initiative
• Storing recorded data for a six-year period – instead of regulatory six months
• Avaya Enterprise Survivable Servers in place at hubs Newcastle and Edinburgh to provide a comprehensive disaster recovery protection for the company’s business-critical recording activities