Case Study: Aviva achieves £1M+ annual cost savings and 25% contact shift to live chat with WhosOn

Aviva - Customer Case Study

Aviva, the world’s sixth-largest insurance group with 46,000 employees and millions of customers globally, needed an alternative contact approach to boost efficiency and support large-scale internal and external user volumes while providing custom reporting and support desk ticketing.

Parker Software’s WhosOn live chat platform delivered a scalable solution with bespoke analytics and a contact-centre dashboard, improving internal IT support, enabling resource reallocation, and reducing analyst headcount. The chat channel captured about 25% of contact volume and, combined with other service-desk initiatives, cut operational costs by more than £1 million per year.

Aviva

Mark Bennett

Head of the IT Service Centre