Simplyhealth Professionals, the UK’s leading provider of preventive health plans for cats, dogs, rabbits and horses, has recruited Paul Cuglietta to be Head of Vets Customer Services. Paul will be looking for ways to both develop the existing customer service function and improve customer experience more generally.
Despite having been in the new role for just a few short weeks, Paul has already been able to improve call waiting times in May to an average of just over 3 minutes, during the busiest time of the year. He says a focus on being agile, responsive and innovative will ensure that Simplyhealth Professionals continues to develop best in class service during a period of significant growth.
Having gained experience on the dental side of the business, Paul says he was amazed at the rapid pace of change he sees in the veterinary sector, “We’re looking at products and services that will help practices evolve and keep pace with the growing number of clients using pet health plans. Tools that help businesses improve and provide scope for individuals to flourish, rather than get caught up in day to day administration, are essential.”
Paul’s previous experience included working for software provider SAGE and at a training and development consultancy that offered psychometric testing, which has allowed him to see the impact of investing in both people and processes. As a result, his future focus will be not just on improving service levels but also in developing new ways to deliver outstanding service to veterinary practices and their clients.