DST International (DSTi)says that the Standard Life Assurance Company (Standard Life) is extending its use of AWD, the DSTi business process management solution, into its Group Pensions area. This completes the implementation of the tool throughout Standard Life’s Customer Services Division, which already uses AWD for claims and servicing in their Life and Individual Pension departments, as well as in the Sales division.
“This implementation will complete the AWD enabling of the Customer Services Division and therefore provide an important and efficient mechanism for moving work between areas and improve customer contact view,” says Audrey Maclaren, Standard Life customer service director. “We will be able to balance workloads, which benefits a lean environment where staff members are multi skilled. It will also bring business continuity that will be enhanced through constant electronic back up and by reducing the risks associated with paper.”
Kim Holloway, DSTi’s global sales director, adds that the extension of AWD means the tool is now used enterprise-wide by Standard Life. “With the continued rollout, we are confident that AWD will bring even further benefits by helping Standard Life to maintain their excellent high standards of customer support through work delivery and automation,” she says. “AWD is the leading business process management solution in the life assurance market. Standard Life have been an AWD client since 1996 and we are pleased to continue to grow our relationship with them.”
Standard Life use AWD for central scanning and indexing, routing work to the appropriate people at the appropriate time – using specific business rules applicable to Standard Life, automate processes and provides comprehensive management information throughout. Standard Life has assets under management in excess of £100 billion as at 30 November 2004. The Company has over four million customers in the UK and currently generates more than 90 per cent of new business through IFAs.