Read the latest case study on Capita Life and Pensions use of eg work manager® to provide back office optimisation for a client’s back office.

Given the new economic climate and the resultant heightened customer expectations, organisations are now awakening to the needs of the back office. It doesn’t matter how good the front office is, customer perception will be shaped by what comes after their initial transactions – all too often failures in the processes of the back office.

Capita, a leading UK outsourced life and pensions administrator who administer over 23 million life, savings and pensions policies were chosen by a Life & Pensions client to manage this back office initiative around mapping and changes to back office work flow to manage every stage of its client’s end-user customer journey – to improve customer service and reduce associated waste. Their scale and focus on customer service made them the compelling choice as an outsourcing partner. eg solutions were the selected software partner to support the Back Office initiative.

Capita uses eg’s back office optimisation software, eg work manager® which provides complete visibility of processes and performance – ensuring that priorities and promises are understood.

The back office initiative was recognised by the Professional Planning Forum.

Read the full case study on optimising the back office and the benefits delivered.

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