The Situation

The Client, a life insurance and personal property/casualty provider, has more than $40 billion of life insurance, its core product. The company's operations were non-integrated across product lines and distribution channels. Information about products and processes was inconsistent and not globally available.

The Challenge

Processing errors and long cycle times made it difficult for distributors to sell products. The overall result was an inconsistent customer experience.

The client wanted a newly developed business model that would standardize and improve its customers' experience. In addition to integrating and streamlining processes throughout their product offerings, this insurance provider wanted to utilize Internet technologies to make itself an easier place to do business.

Wability was contracted to:

• Assist in the development of the client's future business model.
• Develop one integrated and consistent view of the client's enterprise to both service providers and customers.
• Incorporate Internet technologies in every way possible.

The Solution

Wability worked with this client to develop a new business model that leveraged the Internet and delivered a consistent view of the company to all of their clients, regardless of the point of contact. This process included:

• Developing and validating the executive team's vision and strategy by identifying the critical success factors for achieving their goals.
• Defining a new e-business model and setting priorities for product development, services, distribution and technology.
• Incorporating state-of-the-art Internet technologies in the business plan.
• Designing a technology blueprint to implement the new model.
• Developing new business processes and workflows.
• Providing technology and strategy skills to achieve the model.

The Benefits

• The client now has a new e-business/Internet based strategy.
• Customers now get one integrated view of the company and access to consistent information about it.
• Distributors now have global access to up-to-date product and process information.
• The web-enabled application process for business significantly reduces processing errors and policy turnaround time.
• The overall customer experience has been vastly improved.