PPL improves service during half-year renewals

Placing Platform Limited (PPL) has said it saw a “strong and stable” performance during its peak June and July renewals.

After transitioning to a new platform, PPL said clients experienced a challenging Q4 2023 and initial start to 2024.

In response, it implemented a range of updates, which is said resulted in improvements to performance and service responsiveness.

And at the end of June, 99% of calls to the service desk were answered within 15 seconds, up 12% from January.

Meanwhile, 80% of service requests raised by market firms were resolved within one working day, up 18% from January.

And there was also a 29% reduction in market raised tickets between January and June.

’Keep pushing’

Colin O’Malley, chief operating officer at PPL, said: “I am pleased to report that PPL has been able to return to supporting our clients effectively, following the challenges of transitioning to a new technology base.

”It was essential for our clients that we sustained these improvements during a peak renewal season as we seek to rebuild confidence.

”We are not yet at the levels of performance and support we aspire to and we will continue to keep pushing.

“We can now turn our attention, as we had hoped to do all along, to building out a wider ecosystem of trading tools that enable brokers and underwriters to place risks effectively and efficiently.

”A process that has begun with our API [application programming interface] programme and will be rapidly followed by a step change in user experience and introduction of digital contracts.”