Bollington Insurance Brokers has unveiled a £1.2m technology upgrade and has expanded its operations by taking additional office space and recruiting more staff.
The firm is investing in new software and call handling systems to improve efficiency and customer experience.
Bollington chief executive Paul Moors said the company was responding to demand for more interactive services in an ever-increasing digital age.
Meanwhile, Bollington has leased a fifth building at Adlington Court on the Adlington Business Park near Macclesfield. The 3,820 sq ft unit takes the total space the firm occupies at Adlington to 19,000 sq ft.
The investment programme follows an injection of capital by Bollington directors following their buyout of the business from Groupama in 2013.
It includes the installation of software enabling customers to obtain online quotes for a range of insurance products, and an online chat facility so they can speak directly to contact centre staff.
Bollington is also upgrading its telephony systems to improve call management, and has implemented changes to some of its key websites to provide easier navigation, which have already triggered big increases in traffic.
Other measures to enhance the customer experience include extending contact centre opening hours to include weekday evenings, Saturdays and bank holidays.
Mr Moors said: “We are constantly looking at innovative and practical ways to benefit our customers and this significant investment in new systems will revolutionise the way we work.
“It will enable us to provide a much more efficient service to our customers in an ever-more digital age, and will set us apart from our competitors.
“All of the changes are designed to ensure we are recognised as the pre-eminent insurance broker in the specialist markets we serve.”
Paul Moors, Bollington CEO
Adlington Court is the company’s largest base with 140 staff. Its corporate headquarters are in Bollington, near Macclesfield, and the business also employs regional account managers operating throughout the UK.
In the new unit, Bollington has brought together direct sales teams dealing with motor trade and commercial vehicle insurance, which have been bolstered by the addition of a dozen staff in recent weeks.
The new recruits represent a 21 per cent increase in the size of the direct sales teams, with further appointments pending.
Mr Moors said: “Motor trade insurance is a core part of our business and is growing. By bringing these teams together under one roof, we are able to better serve our target markets by further improving our customer service.
“We are moving into the future with increased confidence about our service proposition.”