Case Study: LV= reduces open formal complaint volumes by 40% with Aptean Respond

LV= Reduces Open Formal Complaint Volumes by 40% with Aptean Respond

LV=, a UK-based mutual protection, savings, and retirement provider, faced challenges in efficiently managing rising volumes of customer complaints, GDPR information requests, and the associated reporting. Seeking to digitize its outdated, manual process, the company turned to vendor Aptean and its product, Aptean Respond, for a comprehensive case management solution.

By implementing Aptean Respond, LV= streamlined its entire complaints management process into a single solution. This provided staff with immediate access to information and robust reporting tools. The solution delivered a 40% reduction in open formal complaint volumes, doubled the rate of informal resolutions, and enabled the company to demonstrate transparent, robust management to regulators.

LV=

Jenny Briars

Head of Complaints