Improving efficiency and customer communication with a smooth customer journey
Legal & General is a leading UK financial services provider, offering life insurance, pensions, retirement and investment services.
Within Legal & General Retail Protection, teams handle claims made by vulnerable customers facing life-changing events. With a strong focus on improving the customer experience, they needed a solution that improved efficiency and customer communication.
Service advisers need easy access to information about claims made by customers — to improve communication and allow them to focus on providing a positive call experience, rather than being weighed down by administrative burdens.
To deliver a smooth customer journey and to reassure customers throughout, the service team need a clear view of every claim. To continue to refine that journey, the team needed visibility across all processes to help identify opportunities for efficiency.
“The fact that everything is in one place is good. To have a communications tool and process management system together is useful in sharing information to ensure our customers are served as best as possible.”
Paul Buckle
Change Manager, Legal & General
“We have been really impressed with Netcall’s professionalism and overall communications during the entire deployment. The team’s dedication to helping us in our low-code journey meant that the system was up and running in a much shorter space of time than originally expected. Overall, it has been a very positive experience.”
Ian Christopher
Head of Service Development & Automation, Legal & General
Legal & General’s team is retaining its focus on customer experience and will continue to promote more data sharing. To improve collaboration, the team are using APIs to integrate with other legacy systems across the business to enhance data for service advisers.
Better
customer communication
More
efficient claims processes
Smooth
customer journey
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