Case Study: Skandia UK Evolves Online And Improves Multichannel Communications

In 2007, Skandia UK underwent a metamorphosis of its business, as its online investment business overtook its life and pensions business to become the largest business segment by total assets. More customers migrated online for sales and services and pushed for paperless transactions. Skandia began exploring technology platforms to reduce the paper trail, lower costs, and serve customers both online and in other channels. To solve these problems, the firm implemented a new communications management platform, resulting in benefits for the eBusiness, IT, marketing, and operations teams. Skandia's reduced some areas of customer service dramatically — in some areas by up to 98% by encouraging online adoption from the call center and transition from paper to the Web, all while developing brand-consistent multichannel communications.