How do you keep providing great service in lockdown?
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The current intranet wasn’t up to the task, with inconsistent interfaces and out-of-date content.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.”