LV= Fully optimised Workforce Management solution unlocks 30% planning efficiencies
08/19/2021 10:31
With over 5.5 million customers, LV=General Insurance (LV= GI) is a leading general insurance provider in the UK – well known for its car insurance but also offering a range of other insurance products including home, pet, travel and landlord.
The Opportunity
The LV= GI Operational Planning team was keen to take its deployment to the next level. They knew that effective WFM would be a key enabler in continuing to provide award winning service to its 5 million plus customers and was determined to leverage the latest best practice WFM thinking from its solution.
The Solution
LV= GI worked Sabio to enable its WFM software to underpin its operations strategy. In addition, the company also ensured the necessary flexibility to support its agents’ lifestyle demands while also supporting more strategic planning.
The Results
Placing WFM at the heart of its planning strategy has helped LV= GI to:
- Supported an NPS score increase of 5% to 69 points
- Supported delivery of 82% engage scores – with Planning scores of 88%
- Reduce contacts into the planning team by 50%
