“ 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
17 www. vitality. co. uk