Linedata Services, a provider of software and services to the global financial services marketplace, has announced that Norwich Union Life, part of the Aviva Group, has commissioned the company to provide front line support services to its Icon Retail system users.
Norwich Union Life uses Icon Retail at its York based Monks Cross processing centre for the administration of its customers’ ISAs, PEPs and unit trusts. With 250 Icon Retail users across the group, of which many are engaged in high volume processing, Norwich Union wanted to focus on proactive management of the system and a rapid response support facility.
Linedata Services’ solution to this was to install a dedicated front line support team to highlight any issues arising at the processing centre as they happen, as well as to provide further support and detailed analysis of any more complex issues from Linedata Services’ London office. The team also is responsible for managing the overnight processing window, working with Norwich Union to ensure that any large batch processes are scheduled in a timely and efficient manner.
“I am delighted that Linedata has been selected to provide this front line service,” commented Paul Roberts, Chief Operating Officer at Linedata Services. “We have been working closely with Norwich Union and I believe this agreement will strengthen the relationship between the two companies.”
“As Linedata is already supplying the Icon Retail system, it made commercial sense for us to also take a front line support service from them. Linedata came up with an attractive package that meets our objectives in terms of providing a rapid response and turnaround support facility,” explained Sue Guy, finance director of Norwich Union investment funds.