Legal & General chooses Managed Solutions' CRM (Customer Relationship Management) and workflow systems

February 24, 2000 - Dublin, Cardiff - Legal & General has chosen Managed Solutions Corporation, the specialist business solutions provider for the Financial Services Sector, to develop and implement Customer Relationship Management (CRM) software to manage its direct call centre and its lead generation services.

Legal & General has implemented Clientwise, the CRM module from Managed Solutions. Clientwise was installed in Legal & General's Direct Call Centre to include a Web interface to support the inbound sales process.

Clientwise unifies customer information, providing a single enriched view enabling call centre staff to gain a more complete understanding of each customer's business needs. The system cuts administration and business development costs and allows for financial service providers to develop business and marketing strategies across multiple channels.

'The need for convenient and efficient customer service has resulted in the internet revolution and we are satisfying this demand by broadening our product and services offering' says Michael Kelly, Managing Director of Managed Solutions.

Forrester Research has found that today's call centre must be able to handle the many different ways that customers make contact. In 1997, about 97% of all business-customer interaction took place over the phone. This year, that figure will be 60% and will continue to fall to 5% by 2003. Customers are increasingly choosing email and the web over the telephone. E-mail interactions were 2% in 1997, will grow to 23% this year, and rise to 30% in 2003. Web customer interactions are growing even faster with only 1% of contacts coming from the Web in 1997, up to 14% this year and to 56% in 2003. Combined systems that enable multi-media customer contact, such as those being built by Legal & General, will play an increasingly important role as customers become more comfortable with using the internet.

Further information for editors:

Managed Solutions Corporation
Managed Solutions Corporation develops and implements Enterprise Customer Relationship Management (ECRM), workflow and administration solutions for the financial sector. It provides a range of products that co-exist with existing administration systems that can be integrated with specialist third party systems and tools. Managed Solutions' product offering comprises: ยท

  • Clientwise, a customer-care system which provides the 'whole picture' of the customer's relationship with the organisation;
  • Workwise, which defines business process interdependencies, service levels and assignment of tasks to appropriate departments/people;
  • Lifewise, a fully-functional front and back-office, new business and contract administration system which seamlessly integrates with Clientwise.

All Managed Solutions product components are based upon the OASiS technical architecture, which is a highly scaleable, flexible new generation client/server and Web based architecture for large scale online transaction processing, background tasks and batch transactions.

Managed Solutions employs over 100 people at its Dublin headquarters with further offices in the UK, Netherlands and USA. More than 4.5 million individual client relationships are carried on Managed Solutions software in leading financial institutions in Ireland, the UK and the Netherlands.

Legal & General
Legal & General is one of the best known and most highly respected insurance companies in the UK, offering a broad range of financial products. More information about Legal & General can be found on the web at www.landg.com.