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TCS’ solution to provide Scottish Widows with enhanced customer experience

Tata Consultancy Services (TCS) has completed the first phase of implementation of the TCS BaNCS Insurance Platform for Scottish Widows, Lloyds Banking Group’s life and pensions arm.

According to the supplier, TCS’ solution has provided the Scottish Widows’ policyholders with better communications through the Unified Communications Hub and has allowed for the empowerment of customer service representative through consolidated customer data and simplified processes.

Donald MacKechnie, COO Lloyds Banking Group, Insurance and Wealth, said, “I am pleased with the progress we have made with TCS on our transformation journey. Our first phase has been completed successfully. Simplifying and modernising our systems will help us provide a better service for our customers.”

In September 2017, TCS and Scottish Widows entered into a 15-year partnership for a core transformation involving the replacement of its multiple legacy systems with TCS BaNCS’ platform.

Suresh Muthuswami, Global Head, Banking, Financial Services and lnsurance Platforms, TGS, said, “This is the first step in our customer experience transformation journey with Scottish Widows and it is exciting to see the early benefits delivered from the TCS BaNCS lnsurance Platform. This milestone is made possible thanks to our shared culture and customer ethos. By putting customer expectations at the heart of this transformation process and focusing on reducing complexity, we have achieved a new scale of mass personalisation that will give millions of customers an enhanced experience.”

Established in 1815 in Scotland, Scottish Widows is a part of the Lloyds Banking Group with offerings in life, pensions and investment industry in the UK.

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