Proud to Improve Employee Performance & Customer Experience for the UK’s Leading Insurers

We are proud to partner with the UK's leading insurers. By improving employee in-role competence, we support them to deliver exceptional customer outcomes, improve customer experience, and drive sustainable business performance.

Discover how it works

Trusted by Leading Brands

Aviva
Allianz
Hastings_Direct
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ZuricH-full
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AXA_Logo
Aviva
Allianz
Hastings_Direct
RSA_Insurance_Group_(emblem).svg
ZuricH-full
Bupa_logo.svg
Direct_Line_Group_logo.svg
Legal_&_General_logo.svg
AXA_Logo

How it works…

Measurable improvements for your business

Whilst in-role competence improvement has a clear benefit to a business, it is the tangible impact of that improvement that holds the greatest value. Clever Nelly supports firms to improve service levels, increase sales performance, reduce costly errors, and achieve considerable operating efficiencies.

Hear from our customers

Typical Use Applications

Improve Compliance & Risk

Our multi-award-winning continual assessment approach demonstrates a clear move away from one-size-fits-all employee compliance. We financially guarantee employee competence improvement and foster a positive culture where compliance becomes a daily habit. This drives sustainable behaviour change and conditions your workforce to work optimally whilst simultaneously reducing risk.

Clever Nelly provides compliance and risk leaders with best-in-class data pertaining to their people, enabling the firm to have an effective and holistic view of training effectiveness, manifesting risk, and organisational compliance adherence that can be easily exported and used in reports as a unique data point for boards, key stakeholders and regulators.

Improve Core & Specialist Competencies

Improve the proficiency and efficiency of your employees. Typical use applications include assessing, improving and evidencing employee competence in areas such as: legal, regulations, insurance principles, underwriting, intermediaries and claims.

Clever Nelly provides firms with a range of functionality to improve and assess training effectiveness at a granular level, ensuring that sub-optimal competence in any chosen area is easily identifiable and automatically improved. The reporting suite enables firms to quickly report on the effectiveness of training being provided, correlate this with improvements in KPIs, and continually refine the process to improve efficiency and proficiency of every employee.

Exceed Regulatory Expectations

With the FCA demanding more of firms, a highly competent workforce must be at the heart of your service strategy. Clever Nelly embeds Consumer Duty at scale, personalising the learning journey for every employee, across all customer-facing and back-office teams to ensure that a customer-centric culture focused on delivering good customer outcomes is evident in your business model.

Training interventions can be linked to FCA regulatory regimes (e.g., SM&CR) and key regulatory requirements and expectations, including those under Consumer Duty, customers in vulnerable circumstances, and financial crime.

Clever Nelly enables firms to easily categorise their training assessment criteria for reporting purposes and create personalised assessment learning journeys – tailored to individual role and function – that are bespoke and demonstrates how regulatory regimes and expectations interact with their business model, products, customers and services.

Improve Critical KPIs & Metrics

Clever Nelly supports insurers to improve competence associated with key KPIs and business-critical metrics such as: Average Handle Time, First Contact Resolution, Average Hold Time, After Call Work, Quality Assurance, NPS and CSAT.

Reduce Complaints

Complaints caused by employee error or process failures can cause significant business impact including unnecessary cost, reputational damage and regulatory exposure. Clever Nelly targets the common root causes for complaints and typically delivers a 20% reduction in reportable complaints for firms.

Reduce Employee Errors

Employee errors can result in customer detriment and unnecessary cost. Our customers recognise that sub-optimal employee competence is often a contributing factor to this. Clever Nelly quickly addresses any competence gaps and enables better process adherence – saving you time and money.

"Elephants Don’t Forget answered our challenge. How do we stay compliant whilst demonstrating continuity for our people in how they are supported. The AI is playing a crucial role in driving both these fronts globally across customer-facing divisions and our support functions."

Allianz

"Clever Nelly has been instrumental in reinforcing our renowned approach to individual employee learning. It ensures we can continually embed key learning concepts and quantify the impact of learning on our KPIs."

Aviva

"Clever Nelly has been instrumental in helping to identify where we need to target our coaching and learning interventions to aid colleagues' understanding. This will enable us to build better customer experience and exceed our commercial outcomes."

Hastings Direct

Typical outcomes…

Utilising the power of marginal gains

Our highly experienced Account Directors leverage a marginal gains strategy to identify critical KPIs and business metrics that hold significant financial value for your business. By focusing on these key areas, you will see substantial improvements.

Our customers typically achieve the greatest impact in areas like customer service, sales performance, error reduction, speed to competence, quality assurance, and rework reduction.

With a host of successful use case examples in the insurance sector, Clever Nelly is ideal for any situation where improving employee competence and performance directly impacts your success.

In other words, if you believe that better in-role performance from your people can improve your bottom line, Clever Nelly can help.

16%
improvement in sales conversion rates
13%
increase in First Contact Resolution (FCR)
7%
increase in Customer Satisfaction
20%
reduction in reportable complaints
30%
reduction in people-based errors

Get in touch

Competent employees are at the heart of every successful and compliant business – embrace a future built on independently evidenced, genuine employee competence and capability.

Resources from Elephants Don’t Forget

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