27 February 2020

Rob Marshall, Head of SME and Digital, reflects on the evolution of Erskine Murray’s SME service

Since joining Erskine Murray in August 2016, Rob has played a pivotal role in digitalising our services and ensuring that our clients are able to continually benefit from technological advancements within our industry.

Here, Rob reflects on the client-centric digitalisation journey that underpins our effective, reliable and efficient SME service.

“When I first joined the team in 2016, it was clear that we all shared the same vision for the future of Erskine Murray’s services - we wanted to invest in our people, processes and systems to achieve sustainable modernisation. This was important to me, as I had a background in digital marketing, so I knew all too well that digital transformation initiatives must be thoroughly considered and entirely in line with clients’ needs to become successful.

At Erskine Murray, our clients are our priority and we saw this journey as a way to blend good old-fashioned customer service with the heightened efficiencies that digital solutions can bring.

Our internal appetite for transformation led to the successful implementation of leading technologies - working closely with our passionate and highly skilled colleagues, we co-created an SME service that we take pride in and - most importantly - our clients can rely on.

Within our SME team, we have clearly defined roles and responsibilities and this gives continuity to our clients - they know who they’re dealing with, and they know that we are used to working efficiently and effectively. Using our Acturis broking platform and its etrade capabilities, this allows us to get accurate quotes quickly, and our hands on approach to client services allows us to anticipate future coverage requirements, offering long-term value.

We have developed an established reputation for our ability to deliver bespoke insurance solutions to thoroughly protect our clients, including a number of respected wealth management companies across the UK. We also have dedicated schemes personnel within our service, and their expertise helps to secure group insurance coverage for our clients that is entirely reflective of the needs of their businesses and their people, both now and in the future.

To date, we have a 95% client retention rate within our SME service, which is testament to the long-term relationships that we have built and maintained with our diverse client base. In addition, we also have a dedicated in-house claims team, giving our clients peace of mind that we will remain by their side, every step of the way.

By shaping our solutions to respond to shifting buying behaviours, we have been able to develop a joined-up service that quickly, accurately and cost-effectively responds to our clients’ requirements.”

To find out more about our SME service or to obtain a quick quote, please take a look here.