One of the UK’s leading financial services providers, Legal & General (L&G), now uses storm to handle thousands of customer enquiries to their new pension helpline.
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. Following the introduction of a new pension scheme, 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.
storm now 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.
With regard to the new system, Matthew Thomas, Customer Services Manager of Legal & General said:
“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.”