We were delighted to win the 2020 Supplier & Client Partnership of the Year Award with VitalityHealth. The award was delivered by industry body The Forum who recognise technologies or outsourced partnerships that raises the profile of both brands.

The judges were particularly impressed with our delivery and stated that we had delivered outstanding success for the client, in an area of application where many other have failed so far. Hear Lee Mostari, Director of Insights and Analytics, discuss our close partnership with VitalityHealth and what the award means to us on YouTube here.

Our partnership with VitalityHealth began in 2018, and has focused on using speech analytics to transform quality monitoring across VitalityHealth’s operations. Since our introduction of a managed analytics service, the Vitality team is now able to examine 100% of calls – find out more in our case study.

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 quality assessments.

Continuing to invest

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.

Lee Mostari, Davies Director of Insight & Analytics, was delighted with the accolade and commented: “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 are 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.”