Case Studies

  • Capita Life and Pensions Service use eg work manager® to provide back office optimisation for client’s back office operation

    eg solutions were the selected software partner to support Capita Life and Pensions Service in managing a client’s back office initiative around the mapping and changes to back office work flow for managing every stage of its client’s end-user customer journey.

  • Integrating eg operational intelligence® with TIBCO®

    eg were engaged by Vital Forsikring ASA, part of DnB NOR Group, Norway’s largest Bancassurance organisation, to help deliver significant improvements in performance for their Claims department as well as improvements in productivity and operational control.

  • Nuqleus provides valued management information across Alliance & Leicester

    Nuqleus comes into its own with Alliance & Leicester.  The information it returns has been used to make significant improvements to the business as a whole, and as it provides more answers, so management have more questions.

  • Consistent capacity planning and resource sharing across multi-sites

    Legal & General Protection extended the use of eg’s software and methodology within it’s Strategic Partner business to provide consistent capacity planning and resource sharing, both across it’s two sites and across strategic accounts.  This has created significant capacity that has been shared with other areas of the business to reduce overall operating costs and  improve customer service performance.

  • Back Office Optimisation across three operations at Nationwide Regional Brands

    Nationwide’s regional brands wanted to develop a consistent, transparent approach to back office optimisation, managing volume output and the performance management of staff by implementing core management behaviours that underpin the achievement of high performance.

  • Best practice use of eg’s software achieves outstanding business benefits at Legal & General, Retail Savings

    At the outset of this project eg guaranteed that Legal & General could achieve cost savings of at least 20% – but in fact achieved 34%. What’s more the project has been identified by eg as an example of best practice implementation of both its software and principles.

  • Nuqleus quickly delivers both tangible and intangible benefits at Principality

    Nuqleus is used within Principality to provide robust and accurate information for the balanced business scorecard as a basis for decision making; it provides Principality with a firm foundation of real-life information about its operation.

  • Effective operational management at The Co-operative Financial Services, Bank Customer Service Centre

    The Co-operative Financial Services, Bank Customer Service Centre made an impressive transition from performing adequately to achieving great results and having the capability to provide an enhanced end-to-end customer experience, with the help of eg.

  • eg helps Resolution to achieve a healthy balance

    Resolution wanted to improve operational management practices to reduce costs and manage teams in a more consistent way. eg guaranteed a 20% benefit but delivered 26% and helped Resolution Health to improve productivity, quality and customer service.

  • Improving operational capability at The Co-operative Financial Services, Debt Management

    By helping Debt Recovery undertake increased work volumes with the same number of staff and clearing backlogs, eg delivered a cost benefit of 29% to the department, staff morale is more positive and customer service has improved.

  • The journey to improve operational results at The Co-operative Group, Shared Financial Service Centre

    The project with eg enabled The Co-operative Group, Shared Financial Service Centre to achieve improved quality and a significant reduction in overtime hours.  The development of Team Leader roles transformed the morale and performance of staff and they now see themselves as a ‘team of teams’.

  • SLA’s in the outsourced world at Royal and SunAlliance and UISL

    Royal & SunAlliance (R&SA), one of the world’s leading multinational insurance groups, outsourced processing and administration in its closed UK life operations to UNISYS Insurance Services Ltd (UISL). Part of a 10 year deal, the move now affects more than 2.4 million policies.  eg worked with R&SA to deliver improved Management Information to measure and report actual performance against SLAs.

  • Delivering Growth and Reducing Costs at Nationwide (formally Portman Building Society)

    Previous to the Nationwide and Portman Building Societies merger, The Portman Group engaged eg to improve consistency in Operations Management Information. The project delivered a bottom line saving of 21% and achieved their highest level of customer service on record.

  • Improving efficiency at HBOS Financial Services

    Unsettled financial market conditions, customer demand and increasing regulation required HBOS Financial Services, like other Life & Pensions companies, to significantly improve their service levels and cost management.  The Managers and Team Leaders have benefited through improved personal skills, greater control of workloads, reduced backlogs and improved customer relationships.

  • Fact Based Management at Morgan Stanley

    The senior management team at the Morgan Stanley Credit Card Operations Centre approached eg to introduce an Operations Management Information system which would enable them to measure performance and improve productivity across all its divisions.  This delivered fact-based management, more motivated staff and reduced processing costs.

  • Achieving operational excellence at The Co-operative Financial Services

    eg were asked to support The Co-operative Financial Services in a wider agenda of change designed to modernise the business, improve customer service and reduce costs.  The project resulted in reducing staff costs by over 35%, clearing backlogs, improving quality and service standards and transforming the experience for customers.

  • Using Management Information to manage at Intelligent Finance

    Despite its rapid growth, Intelligent Finance (IF) is a young lender and needs to target cost reduction without damaging the service experienced by customers.  To help achieve this, IF approached eg and through using tried, tested and proven solutions eg was able to guarantee IF improved productivity, reduced costs and an increase in customer service levels.

  • Corporate events at Aegon

    Nuqleus is widely used throughout Aegon Scottish Equitable.  Among the departments using it in innovative ways is Corporate Events and Conferences.  It shows where time is being spent to plan and work better.

  • Nuqleus delivers value and accurate management information throughout Aegon

    The management information provided by Nuqleus enables the Company’s executives to make better strategic decisions and the depeartmental managers to make tactical decisions and changes that help maintain Scottish Equitable’s enviable, award-winning reputation.

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