Standard Life

Challenges

• Disparate Client Information Teams operating throughout the UK to provide service to IFA customers
• Inconsistent practices and different technology preventing the opportunity to balance workload and promote single best practice standards
• Standard Life considered good service providers within the UK Life and Pensions Insurance industry but wanted to achieve Service Excellence

What we did

• Undertook a simultaneous review of IFA customers’ perceptions and of the business operations to obtain an holistic view of how service was being offered
• Interviewed a cross section of IFA customers in depth about customer service experience at Standard Life
• Reviewed each Customer Information Team to understand management of:
• Employee Motivation and Development
• Organisational Culture
• Processes and Technology
• Measures to monitor Customer Satisfaction and Service Levels
• Internal Communication
• Proposed different structural options for providing Customer Service to deliver service quality and cost benefits

Results

Launched new consolidated Customer Contact Centre (CCC) in Edinburgh to provide service to all UK clients

• Multi skilled employees to provide ‘one stop’ service through a comprehensive training covering all product sets and the provision of excellent customer care
• Implemented a Customer Satisfaction Index (CSI) comprising a concise set of measures to enable intra-day monitoring of service quality
• Implemented technology to enable call coaching,  CSI measurement and effective call management
• Consistent and timely internal communications framework across the CCC
• Implementation of simplified business process reducing timescales and driving ease of use for customers and employees
• Achieved annual operations cost savings of 25% on the previous business model

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