Johannesburg, 28 Aug 2013
In this video, Gary Smith and Melanie Seymour from BlackRock, Richard Barrett from IFDS, Frank Lombardo from MLC, and Paul Herbert from Unum, talk about the competitive advantages AWD brings to their business, as well as the challenges their industries face and how the solution is helping them to transform their operations. They also discuss their journeys on upgrading to AWD10 and how it helps them with cost reduction and further operational control.
Richard Barrett, Director of Operations - IFDS, discusses how AWD is integral to their operations.
How do you use AWD?
Gary Smith, Managing Director, Employee Savings Service Centre - BlackRock
"BlackRock uses AWD in our Service Centre in Peterborough, UK. It is a core part of our systems suite and really drives and manages the work across the Service Centre. From incoming post being scanned, indexed and put into workflow, it pushes the work through to the users who are appropriate to do that piece of work. AWD guides the user through the processes we have within our Service Centre and allows us to handle that work in a risk-managed way and in a scalable way. The software also provides us with real MI around what is going on within the Service Centre, the work being done around that, and supports the contact centre through AWD Contact."
Richard Barrett, Director of Operations - IFDS
"AWD is integral to everything we do, and the lifeblood of our operations. AWD enables us to do our processing efficiently, under control, and anywhere we want to do it. We carry out processing in several offices across the UK and India. Using AWD gives us the ability to choose when and where we do that processing, and provides cost savings. That means we can provide excellent customer service for our clients as well as the end-customer, ensuring they get what they want, on time."
How does AWD help provide a competitive advantage to your organisation?
Frank Lombardo, GM Retail Insurance Operations - MLC
"AWD has allowed us to drive a competitive advantage in our service proposition. I guess in today's day and age, there are not many differentiators out there any more, and two of the areas where you can differentiate - one is on relationship management and the other is on service. So having a tool that allows you to have a strong foundation in terms of understanding where your service levels are and gives you confidence around the promises that you make to customers and being able to deliver on those promises, is particularly important. That is at a macro level. If you dive in a little bit more micro, we are constantly looking at ways to evolve the way we use the tool. For instance, we have done a lot of work on advisor segmentation and the way that we have set up our operating model is to align it to that. The AWD system facilitates the movement of work to specific administrators within our business aligned with the adviser segmentation model, so our customers are getting a more specialised service. They are getting to build a stronger relationship with a small group of people within our team and we are also able to hold our people more accountable to outcomes for specific customers, which they are enjoying because it is enabling them to build a relationship with specific customers."
What are the challenges your company is facing that impact on your use of AWD?
Melanie Seymour, Head of Change and Transformation - BlackRock
"One of the big challenges we have is the regulatory change of auto-enrolment within the pensions industry, which is increasing the volumes of work coming through. We are using AWD to manage those volumes and be able to resource properly when volumes peak."
What business benefits does AWD10 bring to you?
Paul Herbert, Customer Services Director - Unum
"I'm really excited about AWD10 and what it can do for me from an operational sense. It is not just the improved user experience with the monitoring capability that the latest version brings, but we are also benefiting from the Case Management and Design Studio functionalities, as well as the Portal base. We will soon be able to pull in all of the various systems into one space. This is really going to change the way we use the system from an operations perspective. AWD10 is going to help cost and speed to market, particularly the Design Studio and the way we will actually get more control in operations."
View the full video testimonial on the DST Web site by clicking here.
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