Exceptional service under pressure
When the COIVD-19 pandemic began to unfold, Legal & General had to rapidly adapt. A UK market leader in pensions, life insurance, and retirement income, they help more than 9.5 million people handle their finances.
It was clear their services would be in demand during the lockdown period, so business continuity was critical.
Tariq Maonah, Digital Product Lead at Legal & General said, “The very first thing you think of is: how do we maintain a level of service that our customers need?”
Contact centre staff needed the tools to be able to support customers at a critical point without increasing risk to themselves. This dilemma was made more challenging because of the legacy platform used as a contact centre solution.
The current intranet wasn’t up to the task, with inconsistent interfaces and out-of-date content. Employees needed a single place to access the wider digital workplace, including non-Microsoft systems like SuccessFactors.
“What we really want to be able to do is to be able to get a common toolset and a common way of working,” said Bruce Ingram, Office 365 Delivery Manager at Legal & General.
“Microsoft 365 gave us that opportunity.”
Digital workplace experts Content Formula carried out user research and it became clear that a new, more collaborative, intranet was on the cards.
This required a big transition to a digital workplace in a rapid timeframe, but as Tariq Maonah said, “Because of the abilities within the Microsoft platforms, we were able to quickly enable customer service staff to work from home and start taking calls.”
A new LiveTiles Intranet solution was tailored specifically to Legal & General’s needs. The bespoke product was named ‘The Hub’ and launched early in 2020.
The Hub has succeeded in creating a unified digital employee experience, and it has been embraced by staff. As well as helping with day-to-day tasks, they can work remotely and still easily collaborate in a more distributed workforce model.
The Hub features include:
Heather Andrews, Employee Experience Director at Legal & General, said Microsoft Teams has been “an absolute enabler” to keeping business running.
“The transition that we’ve made has been phenomenal and it feels to me that we won’t go back to the way we were.”
Tariq said it’s been great to build a digital workplace platform that connects everyone across the organization.
“I think that’s going to show really positive outcomes for the future,” said Tariq.
Find out more about LiveTiles intelligent workplace solutions here.