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Legal & General’s ‘Track My Apps’ saves one firm 60% of calls

28 May 2019

Specialist retirement firm Retirement Line says using the ‘Track My Apps’ transfer tracking service implemented by Legal & General has seen the company’s administration team cut the number of calls on customer applications by 60%.

The Track My Apps digital service went live in January and Retirement Line says it is already seeing the benefit, with real-time, digital responses having literally removed hours of phone calls previously required to provide updates to advisers and their customers on cases.

Mark Ormston, IT and Administration Manager at Retirement Line, says this has improved both the firm’s own efficiencies as well as streamlining and improving the service to customers.

“Thanks to transfer tracking we’ve already reduced the phone calls we make by 60%. If all platforms committed to using this service we would save around 90% of the time we spend making phone calls – imagine what that would mean for our industry, and importantly, the customer.”

Jon Scannell, distribution director, Retirement Income at Legal and General says: “Through ‘Track My Apps’ Legal & General provides transfer tracking as part of our digital suite to enable advisers’ access to real-time information on their applications, saving all parties significant time and money.

“Crucially, ‘Track My Apps’ has enhanced Legal & General’s customer-centric proposition, helping to keep the adviser and their client informed of progress.”

The Transfer Tracking service is one of the facilities provided by the Origo Integration Hub. Origo’s Transfer Service supplies the data to the Integration Hub and the extracted tracking data is integrated straight to the platform via an API.

Anthony Rafferty, Managing Director of Origo, says the Origo Integration Hub “enables platforms, software and back-office firms to integrate once with the Hub and then connect with any other firm using the service” and is the result of “considerable consultation and collaboration with the industry”.

“Its aim is core to Origo’s ethos of delivering the technology needed to improve the efficiency and effectiveness of the industry’s systems and processes, thereby reducing industry costs and improving the overall outcome for consumers.

There are 15 providers, platforms and practice management systems now signed to the service – they are:

1. Barnet Waddingham

2. Cash Calc

3. Creative Technologies

4. JCS

5. L&G

6. LV=

7. Met Life

8. Money Labs

9. O&M

10. Phoenix

11. Profile Pensions

12. Prudential

13. Sprint

14. Standard Life

15. Time4Advice

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