• Skip to primary navigation
  • Skip to main content
Close
OEE - Home
  • English
    • Français
    • Deutsch
    • 简体中文
    • 繁體中文
+44 (0) 1865 593 911
SearchSearch
  • Home
  • Sectors
    • Banking & Financial Services
    • Education
    • Healthcare
    • High Tech Outsourcing
    • Insurance & Investment
    • Public Sector
    • Retail
    • Travel and Transport
    • Utilities
  • Services
    • Consulting Services
    • Innovation Services
    • Managed Services
    • Technology Solutions
    • Data and Analytics
    • Organisational Excellence
  • Thinking
    • Latest News
    • Insight
    • Client Stories
  • About
    • Our Values
    • Management Team
    • International Expertise
    • Consulting Excellence
  • Careers
  • Contact
  • Home
  • Our Thinking
  • 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

Insight
UK utilities sector facing vulnerability and trust challenges in 2023 

Simon Coulbeck looks at the most significant industry challenges and opportunities within UK Utilities and predicts some key areas that will be on the sector’s agenda in 2023.

Find Out More
News
Customer Experience leaders to benefit from new behavioural science practice at Gobeyond Partners  

Richard Chataway appointed Director of new Nudge Practice bringing 15 years’ experience in delivering positive business outcomes through improved CX

Find Out More
News
Gobeyond Partners and Brain Tumour Research: Making a Difference in 2022   

2022 was a successful year of fundraising for Brain Tumour Research with an aim to raise £13,700 to help fund the fight against this type of cancer. We are delighted to announce that we exceeded this target, raising a total of £14,300. 

Find Out More

Stay informed. Never miss our email updates.

We'll store this data in accordance with our privacy policy and process for the use intended. We will not share your personal data with any third parties.

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.

Explore the Forum
Close
Would you like to get in touch with us?
Please complete our contact form.
  • Sitemap
  • Cookies
  • Privacy
  • Modern Slavery and Human Trafficking
  • Terms of Use
  • Accessibility
  • Customer complaint policy

+44 (0)1865 593911
info@gobeyondpartners.com

44 Great Marlborough St, Carnaby
London
W1F 7JL

  • LinkedIn
  • Twitter
  • Glassdoor
  • English
  • Français (French)
  • Deutsch (German)
  • 简体中文 (Chinese (Simplified))
  • 繁體中文 (Chinese (Traditional))