A large insurer was taking >450 inbound calls pd, each of which averaged 15 mins handling time. Half of this was either “on hold” time or documentation updating. The former resulted largely from multiple, non-communicating data sites and lack of single log on. Both were compounded by the various systems’ antiquity and other constraints. In addition, time taken to update records was high at c. 4minutes, as documentation had to be prepared for 3 different applications By devising and delivering an e-integrator, our team were able to create a “one-stop shop” for all information necessary for effective customer service. In particular: