Responding to the hardship faced by many Liverpudlians in the mid 19th century, nine local men decided they could make a difference to people’s lives by forming the Liverpool Lyver Burial Society, which would fund funerals and save families from financial ruin when a wage-earning relative passed away.

The society was registered in 1850 and it grew so fast that by 1907 it was called the Royal Liver Friendly Society – the Royal Liver Assurance that exists today – and work had started on their new Royal Liver Building head office at Liverpool’s Pier Head.

amjec ltd provided worked with Royal Liver on their laptop point of sale project, both the initial implementation and rollout phase, and the second phase which introduced more functionality.

The goal of this project was to provide their sales force (around 650 people at that time) with Crisp’s laptop ipsis 32 software (the same software we helped Britannic Assurance implement). This software allowed the sales force to complete a fact finding form on the laptop, and then run a systemic needs analysis – the software would use the clients personal and financial data to determine:

  • which types of life assurance / pension products were needed
  • quantify those needs
  • produce a fact finding report for the client detailing how those needs were identified
  • produce key features documents which calculated and showed costs, projected benefits at regulatory prescribed rates, and charging

We joined the project when it was nearing the end of the first – implementation – phase. The project had been slipping on its delivery timescale, and was in danger of not going live.

amjec picked up the test analysis and execution stage of the project and worked closely with Royal Liver’s project team and Crisp to ensure that this testing was brought into hand, testing was focused on those area’s deemed to be business critical, and a tight schedule of testing and releases was agreed with Crisp. It was a lot of hard work, but it paid off and the first phase of the project was successfully implemented and rolled out.

Royal Liver were so pleased with our involvement in the project, we were extended an invitation to continue to work with them on the second phase of the project. The second phase involved:

  • integration with a central server to store data about client visits, and to route sales process reviews between salespeople and their management.
  • production of “Reasons Why Letters”
  • upgrade to core system functionality and bug fixes

We engaged immediately on the business / system analysis to produce detailed requirements and specifications for the “Reasons Why Letter” application to be issued to Crisp.

At the same time we also started analysing and absorbing the documentation for Crisp’s central server technology CPOS (Central Point of Sale), and working with Royal Liver team to determine the hardware / software requirements.

The Reasons Why Letter application went through several stages of analysis and design until our final design was complete. This design:

  • contained over 150 approved paragraphs / statements provided by Royal Livers Compliance unit to standardise wording, and to improve letter quality.
  • featured a robust path through the full sales process to make sure all areas discussed in the sales meeting were captured to the Reasons Why Letter
  • questioned the salesman about the route through the sales process to ensure only appropriate “approved” text was selected for the Reasons Why Letter
  • extracted data from the ipsis database, to ensure accuracy of names, products, values shown on the Reasons Why Letter

A large multi-processor cluster was purchased from IBM, and the central server software installed, and tested over a period of several months. We worked closely with both Royal Liver and Crisp project teams making sure that the server software was functional and stable.

We worked very closely with the Royal Liver project team and business areas to ensure that the impact of using this central server to route sales information electronically between staff was compatible with the revisions being made to their sales process.

After much hard work, this solution was implemented, providing Royal Liver with:

  • an improved sales process, whereby sales packs could be created, printed and reviewed by management without the need to have sales staff call into the office. This meant that the sales force was able to work on new business 5 days a week, without the need to call into the sales office.
  • a massively improved mechanism for producing Reasons Why Letters that were both more accurate, and could be produced faster, by the salesperson – as opposed to by a support team.
  • a more transparent sales process, which could be monitored remotely by both regional sales management and Head Office.

Royal Liver Assurance won the Point of Sale award at the 2001 Financial Services awards.