Capita Increases
Customer Satisfaction from<70% to 90% with Verint

Customer
Success Story

Opportunity

RegionUnited Kingdom

Solutions

Verint®
Operations Manager™*

Industry

Business Process
Management, Life andPension SectorResults• Fulfills 80% of all
customer demands atfirst point of resolution(FPR), with aims toincrease this to 90%.
• Reduced average
end-to-end processing
times from >35 days
to 3 days.
• Increased overall NPS
score by 40 points.
• Reduced complaints
by 40% and staff
attrition by 70%.

Capita is a consulting, digital services, and software business. It delivers innovative solutionsand simplifies the links between businesses and customers, as well as governments andcitizens. The company does this by combining talent, creativity, software, technology,
and innovation with sector knowledge and proven skills and expertise, all underpinnedby scaled operational platforms.
Capita has more than 63,000 talented, committed, and engaged employees who areessential to delivering business critical services and solutions across the markets and clients
it serves in a range of sectors, including local government, central government, education,transport, health, life and pensions, and insurance.
Capita is the preferred partner for one of the UK’s leading life and pension providers,providing end-to-end administration, digital services, and business support on behalfof the insurer and its 1.6 million customers across four different locations. As part of its
work with the insurer, Capita radically optimized the organization’s end-to-end customer
experience across five key customer “moments of truth.” This activity was aimed atsignificantly improving customer outcomes for general enquiries, retirements, and claims
related to bereavement, surrender, and maturities.
“Prior to the implementation of Verint Operations Manager, it was a challenge toconsistently track a customer’s end-to-end experience from request to fulfilment,” explains
Capita’s Life & Pensions Managing Director. “There were more than 2,600 customer
processes in the back office across four sites worldwide. Many of these processes werefragmented, leading to a lack of transparency and control. This hindered the ability toeliminate failure demand and truly understand and deliver to customer expectations.
In addition, accurate and sophisticated forecasting and planning was almost impossible.”
As a result, the typical end-to-end customer experience took an average of 35 days frominitial request to fulfilment. Some outlying enquiries could take up to 100 days. Customers
made their dissatisfaction known. Service received a negative net promoter score (NPS) andoverall customer satisfaction fell to less than 70 percent.
“We needed to modernize and transform service to address the ever-changing demandsof customers,” says the Life & Pensions Managing Director. “It was at that point that weembarked on Capita’s proven 3-stage service modernization program.”* Solution formerly known as Work Manager.

“This innovative Verint solution has undoubtedly supported thethriving relationship we have with our insurance client and madeCapita a more responsive partner. We can now track and optimize
the end-to-end customer experience, ensuring we consistently
deliver better outcomes for our clients and their customers.”– Life & Pensions Managing Director, CapitaSolution

In response to the back-office challenges, Capita deployed
Verint Operations Manager. “I had used the Verint workforce
engagement solution in another part of Capita in order to deliver
great outcomes for our clients and their customers, so I knew
it to be supremely capable,” the Life & Pensions Managing
Director adds. “In my view, Verint Operations Manager isunrivaled in providing a foundation for service modernization.
Its impact on operational performance is transformative.”
The team at Capita are using Verint Operations Manager todeliver complete visibility into front- and back-office processes
and performance across the life and pension provider’s four sites
in the UK and India. Desktop analytics, for example, provides
the team with real-time and historical visibility, automating thecapture and analysis of application usage to identify process,compliance, and operational inefficiencies.
“We are using Verint to capture the customer footprint acrossall customer demands, all channels, and all locations to truly
understand the customer threshold,” notes the Life & Pensions
Managing Director. “From this, we can identify and eliminate
waste to deliver significantly improved customer outcomes.”

Benefits

By standardizing on the Verint software and using it as thefoundation for its 3-stage service modernization program, Capita
has improved customer outcomes dramatically:• Fulfils 80 percent of all customer demands at first pointof resolution (FPR), which it aims to increase to 90 percent.
• Reduced average end-to-end processing times from35 days or more to three days.
• Increased overall NPS score by 40 points.
• Improved bereavement claims NPS from -11 to +79,
ease of service from 68 to 99 percent, and customer
satisfaction from 72 to 99 percent.
• Reduced 2,663 customer workflow processes to250 end-to-end processes.
• Replaced manual, inefficient paper-based processes
with an automated digital verification process.
• Lowered complaints by 40 percent.

The technology also enables Capita to create real-time work
management, enabling “line balancing” across multiple locations
and channels. In addition, the organization has the flexibility tocreate demand and supply models that visualize the impact onservice level achievement under various different scenarios.

• Reduced staff attrition by 70 percent by increasing
job satisfaction and purpose.

“Verint enables Capita to implement and maintain sophisticatedsupply and demand models using actual historical customer
behavior data and known future regulatory activity and markettrends to identify future customer demand requirements,”
the Life & Pensions Managing Director continues. “This enables
us to accurately forecast upcoming staffing needs and upskill
accordingly. With this instant, centralized view of customer
demand, we can consistently deliver great customer outcomes
during seasonal demand periods where customer demand
fluctuates significantly.”• Eliminated key person dependencies throughtargeted multi-skilling based on current and future
customer demands.

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linkedin.com/company/verint• Improved operational control environment, which
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