Norwich Union Life uses Icon Retail at its York based Monks Cross processing centre for the administration of its customers' ISAs, PEPs and unit trusts. With 250 Icon Retail users across the group, of which many are engaged in high volume processing, Norwich Union wanted to focus on proactive management of the system and a rapid response support facility.

Linedata Services' solution to this was a proposal for a dedicated front line support team, with two people based permanently at Norwich Union's processing centre to highlight any issues arising as they happen. The other two members of the team are to provide further support and detailed analysis of any more complex issues from Linedata Services' London office. The team is also responsible for managing the overnight processing window, working with Norwich Union to ensure that any large batch processes are scheduled in a timely and efficient manner.

Paul Roberts, Chief Operating Officer at Linedata Services, commented, "I am delighted that Linedata has been selected to provide this front line service. We have been working closely with Norwich Union and I believe this agreement will strengthen the relationship between the two companies."

Sue Guy, finance director of Norwich Union investment funds, said, "As Linedata is already supplying the Icon Retail system, it made commercial sense for us to also take a front line support service from them. Linedata came up with an attractive package that meets our objectives in terms of providing a rapid response and turnaround support facility."