Wesleyan

Customer
Success Story

Opportunity

RegionUnited Kingdom

Wesleyan is a specialist provider of personal and commercial insurance and financial services.
Headquartered in Birmingham, U.K., the organization provides tailored financial advice andproducts to select professional groups, notably GPs, hospital doctors, dentists, teachers,and lawyers, as well as other professional groups, together with a range of commercial
financial products for the organizations in which they are employed.

SolutionsWesleyan has had the interests of its members at its core since it was founded in Birmingham
in 1841. Each professional group is served by dedicated financial consultants who work only
within a specific segment and have specialist knowledge of their professional customers.
The focus throughout is to continuously improve the financial advice, enhance the customer
experience (CX), and better utilize resources to drive efficiency.

Verint®
Operations Manager™*
Verint Operational
Management Processes

Industry

Financial ServicesResults• Achieved 20% costsavings in underwriting.
• Increased teamsatisfaction scoreby 20%.
• Maintained
excellent customer
satisfaction results.

SolutionWithin Wesleyan, the life and pensions business unit has relied on Verint Operations Manager™
for more than 10 years to control, optimize, and continually improve back-office processes
in real-time. The software is helping to improve customer service, operational efficiency, andcompliance while reducing costs by creating additional capacity from existing resources.
Meanwhile, operations management processes and methodology, a proprietary methodologythat helps ensure front-line managers have the processes and knowledge to sustain
operational improvements and a new way of working, enables Wesleyan to transfer
industry best practices to team and departmental managers, and embed operationalchanges across the organization.
The Wesleyan underwriting team is a showcase for the use of Verint Operations Manager.
During medical insurance underwriting engagements, for example, the team obtains
medical information directly from customers via telephone-based interviews. Analysis of
the ensuing management information has enabled the underwriting team to develop anunderwriting decision process that improved the end-to-end CX for practice protection
customers. Verint Operations Manager also revealed that Wesleyan was providing morecomprehensive and specialist medical coverage against its competitors.
Wesleyan was able to introduce a “six-hour underwriting decision” for its income protection
customers, a process that originally took two days to complete, by adopting operations
management processes and methodology. “This innovative new service was achieved
through real-time operational management analytics and has resulted in an exceptional levelof service for our customers,” explains Valda Mills, underwriting team manager at Wesleyan.

* Solution formerly known as Work Manager.

“The [Verint] solution manages work, people, and end-to-end
processes wherever they are undertaken. The technology ismaking a vital difference at Wesleyan, ensuring we deliver
great service—every time and at a lower operational cost.”– Keith Harris, Planning and Reporting Manager, Wesleyan

The operational intelligence and analytics best practices
extend to Wesleyan’s life and pensions business unit.
Operational insight is essential here to maintain an efficient
operation, and the team uses Verint Operations Manager toshare timely reports across the business unit. These include:• Daily KPI report: Verint Operations Manager dashboard
views of telephone call performance, pipeline, aged
analysis, complaints, and other key performance indicators
are presented visually as daily trends to front-linemanagers. Issues are discussed among the operational
managers to implement effective countermeasures.
• Process versatility: This report provides a view of teamand individual performance for identifying improvement
opportunities. It also enables Wesleyan to visualize staff
competencies and build focused training plans.
• Resource reviews: Monthly dashboards of resource andoperational demand help ensure operational issues areidentified and remedied.
• Other: Data forms are used to capture information on
key customer interactions. These insights into customer
decisions are used to further improve the Wesleyan service
offering and product features.
Brendan Folan, a best practice manager at Wesleyan, hasalso worked hard to embed methodology among his teams,
ensuring that they are fully prepared for the volatile work
volumes and mix that is dealt with by his specialist area.
He is able to ensure there is flexibility of resources to ensure
targets are met, even when the team is faced with spikes inwork volumes. Managers also use Verint Operations Managerstatistics to effectively plan their workloads and resources
across the group, individual, underwriting, and claims teams.

“[Verint] helps our team managers to optimize the use of
their resources to achieve excellent customer outcomes,”
says Folan. “They have their eye not only on the day-to-day
operation, but are forward looking to ensure any concernson the horizon are identified and appropriate strategies areimplemented quickly.”

Benefits
Verint Operations Manager was supported by a fixed costand fixed timescale implementation service designed to realizebenefits within 20 weeks. These benefits included:• Achieved cost savings of around 20 percent within theunderwriting team.
• Processed 160 percent of the predicted volume of individual
savings account applications through adoption of the
Verint Principles of Operational Management methodology.
• Increased team satisfaction score by 20 percent among
the investment processing team.
• Maintained excellent customer satisfaction results andhigh levels of positive staff engagement.
“The [Verint] solution manages work, people, and end-to-end
processes wherever they are undertaken,” concludesKeith Harris, planning and reporting manager at Wesleyan.
“The technology is making a vital difference at Wesleyan,
ensuring we deliver great service — every time and at a lower
operational cost.

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