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  • Integrating IT and operations to enhance customer experience.

Client Stories

Integrating IT and operations to enhance customer experience.

Delivering change for a commercial lines insurance provider

A new system for complex products

A leading insurance provider with over ten million UK customers, was embarking on a significant IT programme to improve internal processes and enhance customer experience.

Requirements were being driven by a change in demand from brokers for a bespoke service to manage more complex products.

Gobeyond Partners were asked to ensure that the implementation was a success from an operational perspective.

Plans for the new system involved integrating a number of current but disparate systems through a single interface.


Aligned working practices

The project piloted operations management tools and techniques over a four month period, alongside IT system tests, using feedback to further refine the system.

Emails were analysed to create an effective workflow system, truly understanding work volumes and routes.

By using the same terminology and getting stuck in with report building, the project team could understand how underwriters would now manage their workload.

Pipeline reports were constructed so that the progress of new business could be quickly assessed and appropriate actions taken to ensure monthly targets were accomplished.

Team managers were trained and coached to support the performance of their team through these systems.


Frustration down, capacity up

Over 400 team members across the UK branch network were trained in the new ways of working.

The new reports enabled team managers to easily understand the work profile of their team. Together with daily reviews and performance measures, teams kept focus on the right work providing the highest value for customers, which as a result improved their experience.

The new ways of working enabled the teams to have greater control of the work, improving decision making and customer responsiveness. This visibly reduced team stress and frustration during the busiest month of the year. In particular the shared working practices across the functions improved customer service.

Daily practices were embedded to ensure teams continually enhance their capabilities through structured and effective routines.

Our Thinking

Past Event
The Future of Service: How to achieve peak performance using data and technology 

We recently hosted the latest instalment in our Future of Service series for 2022, our first in-person event since the pandemic.

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Insight
The Future of Service Forum: How to achieve peak performance using data and technology 

We recently hosted the latest instalment in our Future of Service series for 2022, our first in-person event since the pandemic.

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Insight
Buy Now Pay Later – fintechs and the customer journey-led transformation opportunity

The second of our series looks at how fintechs can turn risks into opportunities when it comes to consumer-led Buy Now Pay Later regulation. 

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The Future of Service Forum

The Future of Service Forum brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors.

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