Legal & General is a multinational financial services company headquartered in London, England. A UK market leader in pensions, life insurance, workplace pensions and retirement income, Legal & General was founded in 1836. Today its award-winning operations help more than 9.5 million people.
When the Covid-19 pandemic began, Legal & General had to quickly identify how it could continue to support its customers at a critical time.
The broad range of services Legal & General provide would be in great demand during the lockdown period. Tariq Maonah, Digital Product Lead at Legal & General explains, “The very first thing you think of is: how do we maintain a level of service that our customers need?”
In particular, contact centre staff would need 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.
“What we really want to be able to do is to be able to get a common toolset and a common way of working. And Microsoft 365 gave us that opportunity,” says Bruce Ingram, Office 365 Delivery Manager at Legal & General.
This required a big transition to a digital workplace in a rapid timeframe, but Tariq Maonah explains, “Because of the abilities within the Microsoft platforms, we were able to quickly enable to customer-service staff to work from home and start taking calls.”
The security the business was able to wrap around the Microsoft product set, and especially Microsoft Teams, was crucial to getting people to use it.
“Microsoft Teams has been an absolute enabler for us to continue to run our business,” says Heather Andrews, Employee Experience Director at Legal & General. “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.”
“Having a direct impact on the employees has been phenomenal,” agrees Tariq Maonah. “It’s been great to build a digital workplace platform out that connects everyone across the organisation. I think that’s going to show great things for the future. The roadmap for Legal & General and also the Microsoft suite of tools is exciting.”
“Microsoft Teams has been an absolute enabler for us to continue to run our business.”
Heather Andrews, Employee Experience Director, Legal & General
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