Insurer Phoenix Group has consolidated two million UK customer records, which resided on multiple legacy systems,...
onto a single system in the cloud as part of a business process outsourcing (BPO) deal.
Tata subsidiary Diligenta completed the migration onto its cloud-based TCS BαNCS Insurance platform, which will support Phoenix Group's move to improve its online services to customers.
"This is great news for our customers and will mean a better overall experience for them. For instance, two million of our policy holders will have, in due course, full access to self service and online request services through the internet," said Tony Kassimiotis, managing director operations at Phoenix Life.
He said it will also speed up the resolution of customer queries.
Diligenta will put new customers onto the same cloud platform when it wins deals, which will reduce costs per customer. The cloud-based nature of the platform enables changes to be made quickly in reaction to events such as regulatory change.
Charles Juniper, insurance sector analyst at BPO specialist Nelson Hall, said reduced sales of life insurance was forcing companies in the sector to look at ways to cut costs, such as BPO.