Standard Life standardises on AWD for customer service operations

14 March 2012

Standard Life’s Asian subsidiary in Hong Kong is installing the AWD10 business process management (BPM) solution from DST to cope with its growing operations in the region and to assign sales and call centre service staff more efficiently to assigned tasks.

The system will also be used to standardise work processes to ensure efficiency and compliance with regulatory standards, says the savings and investment specialist, and to automate its transactional procedures and improve oversight reporting and monitoring.

AWD10 will automatically allocate work to staff according to pre-set business rules, taking into account user skills and assigned work priorities. Standard Life Asia Ltd says it will be able to closely monitor operational performance and customer service levels as well via the AWD dashboard to check that standards are being met.

Commenting on the contract award, Andy Clachers, chief operating officer at Standard Life, said: "We are confident that AWD will equip us with the capabilities to effectively manage our customer service operations both in local and potential markets. The Standard Life Group, a parent company of Standard Life, has a long association with DST and has used their solutions in the UK and China for several years."

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