Established in May 2000, Sergon BRM is a building repair and insurance mediator. A wholly-owned subsidiary of global loss adjuster GAB Robins, the company works with some of the UK's largest insurance companies and handled 12,000 cases during its first seven months in operation. At that time, the number of cases it handled was doubling each month, a growth rate that continued until the summer of 2001 when it levelled out at around 5000 cases per month. To avoid subsequent disputes with clients and suppliers and to streamline its workflow processes, Sergon BRM decided it ought to record and store all telephone conversations with insurance claimants and building contractors for future reference.
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