Case Study : Legal & General
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. As more employees will be eligible to enroll into the 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® handles thousands of enquiries from L&G’s customers, providing information to address frequently asked questions and smoothly processing the customers. 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.
“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.
storm’s interfaces are so fast and intuitive that users are able to provision new messages within 30 seconds.
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.
storm ability to freely scale up or down allows L&G to handle thousands of calls from customers.