Case Study: Legal & General

How we help Legal & General respond to changes in both legislation and the weather.

The Problem

Legal & General (L&G) is one of the UK’s leading financial services providers. It offers savings, risk and investment management services, and manages £388bn worldwide, with more than >7,000,000 customers in the UK alone. One of the services offered by L&G is pensions. As the retired population in the UK is projected to grow by 5.5 million within the next 20 years, a new government Pensions Act was implemented to enable more people to build up a private pension on top of their basic State Pension.

Eligible employees are automatically enrolled into a workplace pension scheme. This meant that L&G needed to provide a new telephone helpline to support people through the enrolment process, however it was unclear exactly how many people would call. Due to the legislation, employees would only have 30 days to “opt out” of the pension once they had been automatically enrolled. L&G anticipated a large increase in calls over a long period of time and wanted to ensure they continued to provide an excellent customer experience.

The Solution

storm® handles thousands of enquiries from L&G’s customers, providing information to address frequently asked questions and smoothly processing the customers who wish to opt out of the pension. This provides a very easy to use system for the customers and also keeps staff available to offer support on the more complex queries.

The on-demand scalability and 99.999% availability of the cloud platform mean it can address any peaks in demand, helping L&G to operate seamlessly even through the busier months towards the end of each financial year. The flexibility and power of storm’s interfaces also gives L&G’s administrators immediate control over their Interactive Voice Response (IVR) workflow. For example, when L&G had to close its lines early due to heavy snowfall, it took them less than 30 seconds to provision a custom message to keep people informed, averting customer dissatisfaction. This helps L&G to overcome the challenges presented by the new legislation and provide consistently high standards of service to their customers 24/7/365.

The Problem

Legal & General (L&G) is one of the UK’s leading financial services providers. It offers savings, risk and investment management services, and manages £388bn worldwide, with more than >7,000,000 customers in the UK alone. One of the services offered by L&G is pensions. As the retired population in the UK is projected to grow by 5.5 million within the next 20 years, a new government Pensions Act was implemented to enable more people to build up a private pension on top of their basic State Pension.

Eligible employees are automatically enrolled into a workplace pension scheme. This meant that L&G needed to provide a new telephone helpline to support people through the enrolment process, however it was unclear exactly how many people would call. Due to the legislation, employees would only have 30 days to “opt out” of the pension once they had been automatically enrolled. L&G anticipated a large increase in calls over a long period of time and wanted to ensure they continued to provide an excellent customer experience.

The Solution

storm® handles thousands of enquiries from L&G’s customers, providing information to address frequently asked questions and smoothly processing the customers who wish to opt out of the pension. This provides a very easy to use system for the customers and also keeps staff available to offer support on the more complex queries.

The on-demand scalability and 99.999% availability of the cloud platform mean it can address any peaks in demand, helping L&G to operate seamlessly even through the busier months towards the end of each financial year. The flexibility and power of storm’s interfaces also gives L&G’s administrators immediate control over their Interactive Voice Response (IVR) workflow. For example, when L&G had to close its lines early due to heavy snowfall, it took them less than 30 seconds to provision a custom message to keep people informed, averting customer dissatisfaction. This helps L&G to overcome the challenges presented by the new legislation and provide consistently high standards of service to their customers 24/7/365.

Before

After

It was unclear how much demand there would be for information about the auto-enrolment scheme, making it difficult to predict their technical and personnel requirements.. storm® handles thousands of calls from customers, scaling up or down in line with demand. L&G only pays for the capacity it uses, operating smoothly even through busy periods.
L&G wanted to provide customers with multiple ways to opt-out of the pensions. They wanted to ensure they were accessible to all and providing the best customer experience possible. Customers use the IVR service to submit their details automatically and request an opt-out form, making for a quick and easy customer experience on the phone.
To alter the workflow of their IVR menus or add new messages, L&G had to request changes from their supplier. This could take weeks, limiting L&G’s ability to respond to situations. L&G’s administrators simply log in through the secure web portal. storm’s interfaces are so fast and intuitive that users are able to provision new messages within 30 seconds.
L&G wanted to adapt to the new legislation and ensure its proposition met the needs of its new customers. This meant giving customers various ways to contact them 24/7/365. storm’s resilience, built-in contingency routing and intelligent automation means that service is always available for customers to access at a time that suits them, even outside office hours.

How it Works

  1. Customer call a dedicated number for Legal & General’s auto-enrolment helpline and are greeted by an Interactive Voice Response (IVR) service in the cloud.
  2. Customers who select the option to remove themselves from the pensions scheme are asked to input their reference number and phone number; storm® ’s reporting engine tracks these details.
  3. storm regularly emails detailed reports to L&G customer service agents, who send the relevant customers their information and de-registration packs.
  4. More complex enquiries are routed to the relevant contact centre agents.
  5. L&G administrators make rapid changes to the service configuration via a secure web portal, providing up-to-date information to callers at all times.
“Pensions are an important way for people to save for the future, so when the Pensions Act came into effect, we needed to set up an auto-enrolment service. We didn’t want to over-engineer the solution, but we also didn’t know what level of demand to expect. The cloud model of storm® provided us with a scalable, future-proofed solution, and its interfaces give us a huge amount of control whilst also being very simple. The fact that changes can be made to live services so quickly and easily also helps us address ‘rainy day’ scenarios, making our customer service more agile in responding to situations.”

Matthew Thomas – Customer Services Manager, Legal & General.

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