“ Philosophically , Vitality focuses on the outcome we ’ re looking for and then works out what technology solution would be best ”
— Dave Priestley , Chief Digital Officer , Vitality delivery skills necessary ; we ’ ve found it far easier to find a partner to supply those skills . TCS is a partner that really understands our business : Vitality ’ s fast and dynamic culture is different to other insurance companies . TCS realises this and that ’ s allowed it to embed within our teams ; we don ’ t call on it simply when we ’ ve got a big project ; TCS helps us to continually improve our customers ’ experience across the board .”
Vitality ’ s commitment to providing its customers with the stellar level of service it has become known for was thoroughly tested by the COVID-19 pandemic . “ Our number one priority was the welfare of our staff ,” Priestley declares , “ but we also had to make sure that they could still deliver first-class service to our members .” Mobilising its IT operations department to quickly find a workable solution , he reports that the company managed to accommodate its full complement of staff ( 1,500 ) with remote working capabilities within a period of approximately 10 days , a significant logistical achievement . In parallel , Vitality rapidly innovated its customer proposition by adding a new category of benefits under the banner
171 fintechmagazine . com