Pensions giant Standard Life is speeding up customer service through new search technology which has halved the time taken by staff to answer queries.
Standard Life uses a corporate intranet to deliver information to call centre operatives, and provide the latest research to aid them when selling products.
The company began a programme of improvement 18 months ago, and its intranet has grown and needed fine tuning, explained Keith Dumble, senior IT designer at Standard Life.
"The information on the intranet had grown exponentially. We needed to improve the way we found relevant information," he said.
Standard Life opted to use Verity's K2 Enterprise search software. It was installed at the firm's Edinburgh headquarters last August, and is now used by all Standard Life's UK staff.
A time and motion study showed that the search engine has been able to halve the time call centre staff spent searching for information on the intranet.
Standard Life now plans to extend the use of the software to cover unstructured data such as emails held within the firm, as well as applications other than the intranet.
The intranet is based on IBM's Lotus Notes and Domino technology. But rather than use only the Lotus technology for its knowledge management, Standard Life opted to use Verity for its search functions.
"It was really a case of evaluating functionality, performance and scalability. Verity was the best fit," said Dumble.
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