Case Study: Leading UK International Insurer Service Provider achieves faster, higher-satisfaction service modernisation with Capita

How our approach creates better outcomes

Leading UK International Insurer Service Provider turned to Capita for help modernising its customer service operations, including end-to-end administration, digital services and business support. The insurer’s back-office environment was fragmented across nearly 3,000 workflow processes and four international sites, making it difficult to control quality, forecast demand, and meet customer expectations.

Capita implemented a three-stage service modernisation programme using a new operating framework, process re-engineering and digital workflow technology. The results were significant: average processing time fell from 35 days to under 3 days, 80% of customer demands were resolved at first point of resolution, complaints dropped by 50%, colleague attrition fell by 70%, and overall NPS improved by 50 points to +79.