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Customer experience portals for Aviva products & partners

Aviva is the world’s sixth largest insurance company providing customers with insurance, savings and investment products. They are the UK’s largest insurer and one of Europe’s leading providers of life and general insurance. As well as providing their own extensive range of financial products, Aviva also works with partners who wish to take advantage of Aviva’s expertise and offer their own customers branded life, general and health insurance products.

The requirement

As an established partner of Aviva, mplsystems works with Aviva and their partners on the design and deployment of individually branded ‘customer experience’ portals. The initial project for Aviva’s own New Parent life insurance product saw the launch of a public web portal that provides access for new parents to free cover.  The second phase of the project was to re-brand the portal to enable Aviva partners, including Family Investments and The Post Office, to offer the same product via their own web sites.

The solution

mplsystems works directly with Aviva’s partners on the design, data capture and integration requirements of the customer portals.  Drawing on their customer experience expertise gained in the contact centre solutions environment, mplsystems creates an intuitive, easy-to-use screen which belies the complexity of the processes happening in the background.

The data management applications driving each portal securely capture customer data, integrate with Aviva’s back office systems to create new policies, provide policy documentation, deliver management information and capture any additional marketing information provided by the customer as they interact with the portal.

Using their drag-and-drop application building environment, mplsystems typically deploys a new partner portal in a matter of weeks, depending on the complexity of data and marketing information capture requirements, with each portal hosted by mplsystems in a resilient environment.

Results

Aviva has been able to go rapidly to market with a new product and review its progress with ease.  Similarly, they have been able to provide partners with the same access to their newest partner branded products and services quickly and cost effectively, building loyalty and long term relationships with other key financial services providers

Benefits

  • Rapid implementation: the drag and drop application builder enables a new partner branded portal to go live in weeks with no internal IT department input required
  • Fully integrated: the portal links directly with all back office systems to streamline the policy application process and ensure accurate information is disseminated across the organisation
  • Flexibility: changes to products and services can be easily accommodated within the portal and updates such as these can be made by non-technical staff.

“New Parent Free Life Cover was an initiative that we wanted to launch to market quickly but with complete confidence in our ability to cope with potential demand, given that there are nearly 800k births in the UK each year. mplsystems were able to meet our key requirements – software development and data hosting – and showed great flexibility and responsiveness when working with Aviva.”

Paul Dalgliesh – Head of Protection, Proposition, Aviva

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