Following on from Rachel’s update last week, I wanted to share a good demonstration of the positive impact the implementation of operations management software and principles has on customer service, as can be seen in the case of one of eg’s award winning clients.
eg was so impressed with the achievements of an internal customer service programme undertaken by the General Insurance area of Legal & General that we nominated the company in the category of ‘Most Innovative Customer Service Programme’ in 2007. To our delight, they subsequently won the award.
The project involved a far-reaching initiative to shape the business, improve customer experience and drive cultural change. This resulted in providing Legal & General with better performance information, increased staff motivation, improved customer service scores and increased operational effectiveness with room for year-on-year opportunities for growth and improvement.
We worked in partnership with Legal & General, implementing the eg operational intelligence® software suite and the eg principles of operational management®.
At the time, Gary Millner, Director of Corporate Relations and Communications at the ifs School of Finance, said:
“The ifs Financial Innovation Awards are now firmly established as one of the most prestigious in the financial services industry. Entries from organisations across the globe combined with a rigorous judging process mean that those who win one of the award categories, such as Legal & General, can take pride in having truly excelled in the industry. Put simply, the awards have again provided a great opportunity for innovators in the financial services industry to gain recognition for their efforts.”
eg enters the Financial Innovation Awards every year and this year has finalists in two categories following a nomination for Legal & General Retail Savings and our own software suite in a technology vendors category:
Most Effective Operations Management Initiative
• Bank of Valletta – The Bank of Valletta Process Management Framework Initiative
• Barclays Local Business (Clearlybusiness) – SPIRIT
• Fortis Insurance – Fortis Claims and Operations Way
• Legal & General Retail Savings – Legal & General Retails Savings
• Lloyds Banking Group – Wealth Planning Service
Technology Vendors – Most Innovative Financial Services Solution
• Algorithmics – Algo Real-time Credit Engine
• Calypso Technology – Calypso Trading & Risk Management System
• eg solutions – The eg operational intelligence® software suite
• Linedata Services – LongView Live
This year’s awards event will take place on Thursday 3 December at the Grand Connaught Rooms, Covent Garden, London. Hopefully I’ll have some positive news to report on this at a later date – finger’s crossed!
In the meantime, I’d like to know what you think the value is of industry awards such as these?
We organise our own annual awards for clients – the eg operational excellence awards™ – and we get some great feedback, but I’d be interested to know any positive and negative experiences you have had. Send me your comments via the blog or you can email me directly: catherinestaite@eguk.co.uk.