Case Study: LV= achieves 30% planning efficiencies with Sabio Workforce Management optimisation

Fully optimised Workforce Management solution unlocks 30% planning efficiencies while delivering increased employee engagement

LV= (Liverpool Victoria General Insurance) is a leading UK insurance provider serving more than 5.5 million customers, with a customer service ambition to become “Britain’s Best Loved.” Its Planning team wanted to take its long-standing workforce management (WFM) deployment further to improve customer service, support agent flexibility and lifestyle needs, and reduce planning costs and manual effort. Sabio worked with LV= to optimise its WFM environment, using its expertise to help the business get more value from the Avaya/Verint-based WFM capability already in place.

Sabio helped LV= redesign and automate planning processes, improve reporting with WFM and telephony data, streamline self-service such as holiday booking and shift swaps, and introduce better “what if?” modelling and planning tools. The impact included a 30% efficiency improvement across the planning process, a 50% reduction in contacts into the Planning team, 82% employee engagement, and an NPS increase to 69. Sabio also helped automate a process for tracking late working that previously took a week of staff time each month.

LV=

Phil Coole

Senior Operational Planning Manager