31st January 2021
Judges cite outstanding success in an area where many others have failed
Davies Group and VitalityHealth were proud to receive the 2020 Supplier & Client Partnership of the Year Award from the independent industry body The Forum on 11 September. This was then followed by a second award shortly after on 15 October from the Insurance Times for Insurance Times Claims Excellence Award, Claims Product Solution of the Year – Service Management.
The partnership, which began in 2018, has focused on using speech analytics to transform quality monitoring across VitalityHealth’s operations.
Automating quality monitoring
Before the appointment of Davies, Vitality’s QA was entirely manual and on average the team were reviewing four calls per agent per month. Since the introduction of Davies’ managed analytics service, the Vitality team is now able to examine 100% of calls – providing a far deeper insight into contact centre performance.
Vitality has calculated that in the last six months alone, more than 350,000 calls have been assessed by the speech analytics technology – amounting to 20 years’ worth of manual QA.
Measurable improvements in CX
More important still, the service has proved its value in terms of improving the customer experience. Vitality and Davies worked closely together to optimise the analytics system so that it could check process compliance and softer skills such as empathy and personalisation. Reports are delivered promptly to managers and agents so they can see where they are performing well and where they could do better.
This helped elevate Vitality’s already strong customer service to the highest level and in December 2019, for the first time, it achieved the number 1 ranking for call service in the Top 50 Companies for Customer Service study. Customer feedback has also been excellent, with particular improvements in ratings for knowledgeable staff and personalisation of service.
The analytics system was first deployed to support Vitality’s claims handling. It has since been rolled out to several other areas of the business, including retention. In the three months after deployment, the lapse rate improved by 13% – equivalent to £900k a month.
Outstanding success in an area where many others have failed
The Forum judging panel, made up of senior customer operations leaders from a wide range of organisations, was impressed by the wide range of benefits and substantial return on investment. It commented: “VitalityHealth & Davies Services have demonstrated how proven, prior experience of implementing systems and processes, as a trusted partner, has delivered outstanding success for the client, in an area of application where many others have failed so far, so have been awarded Client & Supplier Partnership of the Year.”
Continuing to Invest
Lee Mostari, Davies’ Director of Insight & Analytics, was delighted with the accolade”
“There’s no doubt that our work with Vitality has been one of the most complex and comprehensive analytics solutions we’ve delivered – and the results speak for themselves. We know that Vitality is committed to extending the use of speech analytics further and we’re happy to have the opportunity to work with such a forward-thinking organisation.”
Davies is a multi-award winning specialist professional services and technology business. Davies delivers operations, consulting and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation & change management. Davies’ core service lines include: Claims Solutions, Legal Solutions, Insurance Services and Consulting & Technology. Davies has a 4,000 strong team of professionals across the UK, Ireland, Bermuda, the US and Canada with headquarters in the City of London. Davies’ investors are HGGC, AIMCo (acting on behalf of certain of its clients), and Davies’ employees following HGGC’s majority investment in January 2017 and AIMCo’s minority investment in January 2019. Davies’ programme of digital transformation has seen it successfully launch a range of technology-led solutions in to its insurance and highly regulated markets, including the use of video, drones, robotics and its “Disruptive Thinking” innovation lab that places the power of new ideas in the hands of its people. Over recent years Davies has consistently delivered double-digit organic growth through a combination of growing its solutions with existing clients and adding new partnerships to its business. In September 2020 Davies was named in Sunday Times PwC Top Track 250 as important mid-market contributor to the UK during the pandemic. In the past year Davies has added more than 150 new accounts to its organic platform. In addition Davies has successfully broadened and deepened its operations and digital capabilities via targeted acquisitions. Since the start of 2017 Davies has acquired: Cynergie, CMSL, Ambant, ServiceTick, TLSS, R&Q’s insurance services business, Ember, Direct Group’s claims businesses, Veriphy, USA Risk Group, TMS, GBB, Banwells, Frontier, FWD, ASC, Thornton Group, Keoghs, Codebase8, Citadel & Cedar Consulting, ContactParners, TriPlus, Johnson Claim Service, Vehicle Replacement Group, BMTS, Wakely Actuarial, Northshore International Insurance Services & DMS. More information is available at www.davies-group.com.
HGGC is a leading middle-market private equity firm with $4.3 billion in cumulative capital commitments. Based in Palo Alto, Calif., HGGC is distinguished by its Advantaged Investing approach that enables the firm to source and acquire scalable businesses through partnerships with management teams, founders and sponsors who reinvest alongside HGGC, creating a strong alignment of interests. Over its history, HGGC has completed more than 130 platform investments, add-on acquisitions, recapitalizations and liquidity events with an aggregate transaction value of nearly $22 billion. More information, including a complete list of current and former portfolio companies is available at www.hggc.com.
About Alberta Investment Management Corporation (“AIMCo”)
AIMCo is one of Canada’s largest and most diversified institutional investment managers with more than C$115 billion of assets under management. AIMCo was established on January 1, 2008 with a mandate to provide superior long-term investment results for its clients. AIMCo operates at arms-length from the Government of Alberta and invests globally on behalf of 31 pension, endowment and government funds in the Province of Alberta. AIMCo’s head office is located in Edmonton, Alberta, with additional offices located in Toronto, London, and Luxembourg. AIMCo’s Private Equity team comprises a dedicated group of experienced investment professionals and manages a private equity allocation of approximately C$6.0 billion. More information is available at www.aimco.alberta.ca.
VitalityHealth aims to be the best and most trusted Health Insuretech company in the UK, generating a million additional years of life for its members by 2023 through its shared value insurance model. Owned by Discovery Holdings, it provides cover to over a million customers. www.vitality.co.uk
About The Forum
The Forum is an independent association, established since 2000, for professionals in contact centre, field service, back office or retail operation. https://theforum.social/
Paris Baker, Group Communications Director, Davies
Tel: +44 7500 781175
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