eg solutions, the IT software and services business, was so impressed with the achievements of an internal customer service programme undertaken by one of its clients that it nominated the company for a Financial Innovation Award. The client, Legal & General’s general insurance business, subsequently won the award for ‘Most Innovative Customer Service Programme’, which was presented on Wednesday night.

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.

eg was employed to work in partnership with Legal & General by implementing its eg operational intelligence® software suite – eg’s work, resource and performance reporting tool which enables Managers and Team Leaders to improve end-to-end customer service, quality and productivity. The eg principles of operational management® were used to develop a consistent and effective approach for managing.

Elizabeth Gooch, CEO of eg solutions said: “We are extremely proud that we had the opportunity to work with Legal & General on their successful ‘Get Fit for Growth’ programme. We are thrilled Legal & General has won the award for the ‘Most Innovative Customer Service Programme’ and has been recognised by such a high-brow institution.”

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.”

Co-operative Financial Services’ Customer Service centre was also a finalist in the Most Effective Back Office Initiative as a result of eg’s work with the company.