Creating an inclusive customer and colleague experience with Scottish Widows

The existing process required the customer to call the telephone line should they wish to cancel or reschedule their appointment. By giving customers a greater ability to self-serve they’re not left frustrated and the operation is much more efficient for both sides. The result is that 70% of Scottish Widows Retirement Operations customers would prefer to self-serve and book their own appointment rather than have Scottish Widows do it on their behalf. 

Whether it’s a confirmation email, reminder SMS, or rescheduling confirmation, every Scottish Widows customer automatically receives a branded and personalised notification. The previous process required an hour and a half of manually sending SMS reminders to customers every day. Since implementing Appointedd, Scottish Widows has received zero complaints for instances of overbooking, compared to the average of fifteen per week prior to Appointedd. 

Understanding evolving customer engagement preferences, and supply vs demand has always been important for the propositions and operations teams. But given the regulatory compliance requirements of the Consumer Duty Act, it is increasingly important to have access to this data in real-time so that it can be shared with internal systems and stakeholders. Scottish Widows have made use of Appointedd’s extensive reporting capabilities to do just that in an automated and seamless way.