Case Study: Financial Services

Challenge

As one of the oldest mutual life assurance companies in the UK, this savings, investments and pensions organization was searching for a way to better serve their 400,000 customers. Their customer service agents processed inbound requests on an 18-year-old mainframe application that they were not able to replace due to the high costs, and a planned wind down of the service.

Solution

By implementing our platform, they didn’t need to replace their current systems and could now deliver the modern digital service they desired – reducing average handling time from 20 minutes to 2.

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