Case Study: LV= achieves faster, more accurate customer service and a motivated workforce with Acquia

LV= Improves Customer Service, Motivates Workforce with Online Collaboration

LV=, one of the UK’s largest financial mutuals, faced a major customer service challenge: more than 2,500 advisers across 17 sites relied on poorly searchable online documents, making it hard to deliver accurate, timely answers in a heavily regulated industry. The existing knowledge base hindered information sharing and slowed call handling.

Working with Acquia, LV= built Resolv= — a Drupal-based, social-style knowledge hub created rapidly through a Fast Track/Challenge 48 process (pilot in two days, rollout to 100 staff within a month, under 10 days of development). The platform uses keyword tagging, SME-approved answers and gamification to drive participation; pilot users rated it 96% easy to use. Results include reduced call and wrap times (close to one minute each), higher first-call resolution, fewer escalations, wider rollout across teams and multiple industry awards.

LV=

Rod Willmott

Fast Track Director, LV=