Pathway testimonials
Pathway success stories
Anecdotal evidence shows we’ve freed up approximately half of a full-time position. This is a substantial improvement for a small organisation like ours, where staffing costs are our largest expense. This efficiency allows us to focus more resources on acquiring new clients and driving business growth.
— Simon Brewster, Director at Ellis David
Ellis David Limited
Ellis David is a forward-thinking insurance firm dedicated to delivering exceptional client service while driving operational efficiency. By integrating Pathway into its workflows, the business has transformed its processes, enhanced client satisfaction, and laid the foundation for sustained growth.
Challenges
Reducing Low-Value Tasks and Enhancing Efficiency
Before using Pathway, Ellis David faced several operational challenges, including:
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High administrative workloads -
Inefficiencies in client communication
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Underutilisation of skilled staff
These issues detracted from their primary objectives: delivering outstanding service, retaining clients, and acquiring new customers. The goal was clear—reduce low-value tasks so the team could focus on high-impact activities.
Solution
Automating Key Processes with Pathway
Streamlined Operations
Pathway automated many labour-intensive processes, such as payment reminders. This not only saved time but also improved cash flow.
“On average, we reduced the number of days clients take to pay past the due date from six to four, improving our cash flow significantly,”
The time savings from automation freed up the equivalent of 0.5 FTE, enabling the team to focus on acquiring new clients and driving growth.
Enhanced Client Experience
Pathway’s email workflows, customised with Ellis David branding, improved communication and professionalism. Key features, such as links for callbacks and payments, were well received by clients.
The introduction of pre-renewal email workflows led to a 10% increase in pre-renewal change requests.
“Previously, only 50% of clients could be reached before renewals. With Pathway, our success rate has significantly improved, allowing us to issue renewals on accurate terms and avoid adjustments later,”
Impact
Driving Business Growth and Retention
Proactive Communication
Pathway’s integration with Acturis has created a seamless operational flow. Automated emails sent six to eight weeks before renewals have set a new standard for client communication.
“It’s great to see Pathway working in the background, ensuring proactive communication without additional effort from our team,”
Scalable Growth
With Pathway, Ellis David has built a strong foundation for scaling its business.
“Pathway has allowed us to launch targeted campaigns for cross-selling and re-engaging past prospects, generating warm leads and improving conversion rates,”
The ability to automate processes has enabled the team to allocate more resources to strategic initiatives, such as client retention and new business acquisition.
Results at a Glance
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50% increase in pre-renewal engagement
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2 days faster client payment cycle
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Freed up 0.5 FTE, reallocating resources to growth initiatives
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Improved client satisfaction and retention rates
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80% more time focused on business growth
Conclusion: A Growth Partner for the Future
Pathway has revolutionised Ellis David’s operations, enhancing efficiency, improving client satisfaction, and positioning the business for long-term success.
“Pathway isn’t just a tool—it’s a growth partner,”
Ready to explore what Pathway can do for you?
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