Intelligent Enterprise Application Platform Case Study: A General Insurance Company
Our client was an insurance organisation. They were focused on creating fresh customer experiences through an innovative approach that aimed to make them a larger pan-Asian insurance provider. Their customer-led strategy offered easy-to-understand insurance products driven by cutting-edge digital technology. The goal was to change the way people felt about insurance altogether by making it simpler to understand, purchase, and file claims.
Challenges
Our client faced an extremely aggressive timeline to launch their reimagined products and to implement a modern Core Insurance Enterprise Platform integrated with an Online Sales and Servicing Portal. Meeting this tight deadline required assembling a skilled team with deep insurance domain knowledge coupled with proven experience in delivering enterprise technology implementations and systems integrations.
Sciente Value/Services
Sciente partnered with the client to quickly form a team of highly capable professionals specializing in building advanced digital portals and platforms like the one envisioned. Sciente’s team members brought extensive prior experience working with the specific Core Insurance Enterprise Platform required for this implementation. To meet the demanding schedule, Sciente’s team worked extended hours to rapidly design, develop, and deploy the new online portal. A critical component was integrating the public-facing front-end systems with the robust Core Insurance platform to provide seamless straight through processing of quotes, applications, and claims for customers. Sciente’s expertise in systems integration was crucial for ensuring this integration was completed successfully.
Outcome and Benefits
By complementing the client’s internal team with Sciente’s implementation resources and technical talents, client was able to swiftly launch and gain excellent traction in the general insurance market in Singapore within just six months after the new system went live. Sciente’s partnership enabled this customer-focused insurer to meet their aggressive timeline while providing the specialized insurance and technology capabilities needed to deliver their innovative digital platform on-schedule.
Data & AI Case Study: A Life Insurance Company
The client was a reputable regional insurer and trusted name in the Asia insurance industry with over S$100 billion in assets. The client had huge amounts of data stored across multiple systems and wanted to build an Enterprise Data Warehouse to leverage AI and analytics tools for different aspects of the business, such as risk management, regulatory reporting, marketing, customer analytics, and more.
Challenges
The key challenge was the client’s data being spread across multiple legacy systems that needed to be consolidated.
Sciente Value/Services
Sciente’s team assisted the client in building the Enterprise Data Warehouse, drawing data from the various source systems. They implemented a framework for data analysis and reporting that enabled the use of predictive analytics and AI capabilities.
Sciente was involved in architecting the end-to-end solutions for the analytics products. This included sourcing data, contextualizing it, and integrating the data with business processes. The team built data ingestion pipelines to bring in data from multiple sources like social media and public data feeds.
They reviewed and monitored ETL tasks and performance, transforming and delivering the data downstream in the required formats through data modeling and engineering. Sciente assisted and supported the data warehouse systems across various platforms.
Throughout the project, Sciente ensured smooth production deployment of the data pipelines while adhering to the client’s data governance policies. They also identified and suggested solutions to improve the client’s data engineering processes.
Outcome and Benefits
By partnering with Sciente, the reputable insurer gained a modern data and analytics platform that consolidated their siloed data assets. This enabled advanced analytics, AI, and data-driven insights to drive innovation across risk, reporting, marketing, customer management and other key business areas.
Digital Enterprise Case Study: A Global Insurer
Our client, a Global Insurer is a leading multinational insurance company headquartered in Europe, with about 33 million customers across 16 countries. It is one of the largest general insurers and a major life/pensions provider. Our client focuses on European and Asian markets, particularly the growing Chinese and Southeast Asian regions. The company is also one of the largest general insurers in Canada and is listed on the London Stock Exchange.
Challenges
As mobile technology and social media were proliferating, to capture new opportunities and improve results, our client aimed to:
- Enhance business efficiency
- Reflect customer preferences for online channels
- Improve digital experiences for customers and advisors
- Provide online access to over 4.5 million policies for self-service management
Sciente Value/Services
Sciente worked closely with our client to assemble teams of professionals well-suited culturally to the organization. Dedicated teams solved pressing customer experience issues by building effective B2B and B2C online portals as intended.
Additional teams were formed to supported the insurer’s mission-critical core insurance platform. When client envisioned disrupting the industry by becoming a world-leading fintech company, Sciente provided required expertise about realizing that transformational vision.
Outcome and Benefits
Through Sciente’s collaborative approach towards the convergence of business specialisation and technology talents, our client successfully navigated digital transformation to drive:
- Enhanced customer experiences via new online portals
- Modernized core insurance operations
- Long-term strategic capabilities to lead fintech innovation
Sciente’s contextual expertise and tailored approach enabled our client to achieve key milestones toward their digital future.
Business Application Management Case Study: A Global Insurer
Our client is one of the top global insurance companies and the market leader for general insurance, life and pensions. They have major businesses across Continental Europe, North America, and Asia.
Challenges
With a strategic focus on Asia, the insurer entered the general insurance market starting with direct online car insurance. Their objective was to gradually increase their product portfolio to include home and travel insurance as well.
Employing a direct B2C online sales model for general insurance required an aggressive go-to-market timeline. The key challenges were:
- Build an online platform quickly to enable product launches
- Re-engineer the system for robustness while integrating with backend systems
- Offer a world-class, consistent user experience to drive repeat visits
Sciente Value/Services
Sciente partnered with the insurer, complementing their capabilities to build a comprehensive solution meeting all objectives.
Sciente’s team designed and developed part of the platform, enabling efficient introduction of multiple new products for customers. The solution also reduced complex back-office processes through straight-through processing via a common client.
Outcome and Benefits
With Sciente’s services for rapidly deploying a robust online platform with an optimized user experience, the global insurer was able to:
- Gain good traction in Singapore’s general insurance market within 6 months of go-live
- Streamline product launches and back-end operations
- Establish an engaging digital experience for customers
Sciente’s partnership enabled this insurer’s aggressive Asian market entry by providing focused implementation resources aligned to their digital expansion strategy.
Data Centre Migration & Consolidation Case Study: A Regional Insurer
As part of a strategic decision, our client aimed to consolidate their regional data centers and migrate operations to a new country location.
Challenges
This complex initiative involved two major challenges:
- The large-scale data center consolidation itself
- Relocating the consolidated data center across countries
Effective overall program management was crucial to minimize downtime while ensuring:
- Seamless operational processes
- Adherence to regulatory guidelines
- Optimized project plans and schedules
Sciente Value/Services
Sciente initially worked with the client to structure the program, defining individual projects within the overall data center migration.
We then provided program/project management oversight and services, including:
- Detailed migration planning for sensitive regulatory workstreams
- Expert reviews to refine project plans, schedules and resourcing
- Management of outsourced work packages
Sciente also jointly reviewed and enhanced operational processes to improve efficiency in the new consolidated data center.
Outcome and Benefits
With Sciente’s services across program/project leadership, the client successfully executed their strategic data center initiative by:
- Consolidating distributed regional operations
- Seamlessly relocating the facility across countries
- Operationalizing with optimized processes and resourcing
- Addressing regulatory complexities compliantly
The new state-of-the-art regional data center, delivered through structured program governance, positioned the organization for scalable future growth.
Business Technology Services: Core Insurance Platform
Core insurance platforms are central to the operations of our client a global insurer, the platforms support a wide range of processes from policy administration to claims management, underwriting, and billing.
Challenges
Our client core system was built on AS/400 for decades to manage core insurance functions like policy administration, claims processing, and billing.
Over time, the system may have accumulated a complex web of customizations, workarounds, and patchwork updates. These legacy systems are often not well documented, and understanding how changes impact core insurance functions like policy administration, claims processing, and billing requires a deep familiarity with both the technical workings of the system and the business processes it supports.
AS/400 systems require specialized skills that are becoming scarcer as the platform ages, this coupled with lack of the necessary IT expertise to understand the underlying code or logic behind the system’s processes, makes any changes to the system to meet business needs challenging.
Sciente Value/Services
In order to overcome the challenges Sciente took a holistic approach that balances both technical expertise and business expertise. Working closely with the insurer to understand the insurer’s unique business processes, providing effective business analysis, project management, development and testing services for the AS400 based core platform. Our team complements our client especially in business analysis and development.
Sciente’s team provided ongoing support throughout the transformation, focusing on seamless integration, rigorous testing, and post-implementation optimization. Their emphasis on business analysis and collaboration ensured the new system supported not just current processes but also enabled future growth.
Outcome and Benefits
Sciente helped the insurer overcome the scarcity of business technology expertise, the insurer, like many others, faced challenges in maintaining and evolving a decades-old system due to a lack of internal expertise in both the technology and the specialized business processes it supported.
Through close collaboration, Sciente’s team enables the translation complex business needs into technical solutions. We worked alongside the insurer’s teams to conduct detailed business analysis, ensuring that business processes like policy administration and claims management were seamlessly aligned with the evolving system.
Additionally, Sciente provided ongoing support by filling the expertise gaps in system maintenance, development, and integration.
Business Technology Services: Global Insurer Innovating Their Value Chain Across Multiple Customer Touchpoints
A leading global insurer to meet growing customer expectations and optimize their operations, the insurer embarked on a major transformation initiative aimed at innovating their value chain. The focus was on Sales, Marketing, Claims, and Policy Management, with an emphasis on improving Customer Experience Management (CXM) across multiple touchpoints.
Challenges
Some challenges our client faced in delivering superior CXM due to operational, technological, and process constraints. These challenges include:
- Tailor products and services to meet customers’ needs;
- Legacy systems and disparate systems constraints where data are stored, mostly in silos or integration is complex and hard-coded
- Lack of transparency and information sharing across the insurance value chain
- Focus on Customer centricity across the value chain
- Automated workflows to allow for straight through processing with each segment of the value chain and across
Sciente Value/Services
Sciente partnered with the insurer to transform its Customer Experience Management (CXM) using Salesforce. The area of focus are primarily Sales, Marketing, Claims and Policy management.
Our team of certified salesforce professionals worked closely with the insurer to implement Sales, Marketing and Service Cloud.
Through the implementation of Sales Cloud, Marketing Cloud, and Service Cloud, enabled the insurer to transform its CXM capabilities. By automating processes, personalizing interactions, and enhancing efficiency, the insurer achieved its goals of improving customer engagement, trust, and operational excellence.
Outcome and Benefits
Our client has significantly enhanced customer service and operational efficiency by offering single-call resolutions for most queries, resulting in higher customer satisfaction (90% satisfied or very satisfied). Interactions are faster and more personalized, with proactive updates, reminders, and more efficient claims processing. Customers no longer need to repeat their history, and they benefit from clearer communication and personalized support across multiple channels. Automation has streamlined operations, reducing errors and turnaround times by up to 50%, while real-time dashboards allow for better performance monitoring, data analysis, and decision-making.
The improvements also extend to insurer’s relationships with distribution partners and agents, who now have easy access to comprehensive customer and product information. This not only boosts satisfaction but also enhances sales efficiency. The seamless integration of core systems reduces manual processes and paperwork, further increasing internal efficiency. Analytics capabilities help insurers proactively identify risks and provide preventative advice, ensuring more engagement with customers to manage their risks effectively. These advancements benefit policyholders, agents, and distribution partners alike, fostering a more streamlined, efficient, and customer-centric approach.
Digital Transformation Services: Insurance Value Chain
To drive digital transformation in their insurance value chain our insurance client form separate dedicated team focused on exploring and implementing new technologies and innovative ideas.
This initiative would enable them to identify and adopt cutting-edge solutions, streamline processes, and enhance customer experiences. The team could work across key areas such as product innovation, automated underwriting, claims optimization and customer engagement.
Challenges
One of the key challenge in driving innovation in the insurance value chain is finding skilled talent with both tech and insurance expertise.
Other challenges include integrating new technologies with legacy systems, and overcoming resistance to change within teams. Limited budgets and ensuring compliance with strict regulations, poor data quality and cybersecurity risks can also slow down progress.
Aligning innovations with business goals, having a scalable, adaptable, flexible solution for future growth, and yet demonstrate measurable value, can take time to realize.
Sciente Value/Services
Sciente complement the client digital transformation journey in their insurance value chain by addressing key challenges like finding skilled talent, integrating technologies, and fostering innovation.
With access to a global network of specialized professionals, Sciente provides tailored staffing and upskilling solutions to bridge the talent gap. It also ensures seamless integration of new technologies with legacy systems using APIs, middleware, and cloud platforms, enabling modernization without disruption.
Sciente supports the client’s dedicated team with agile frameworks, rapid prototyping, and solution development. Change management services help overcome resistance, while cost-effective, scalable implementations align with business goals. Additionally, Sciente understanding of regulatory requirements, data management and cybersecurity added value in the journey.
Outcome and Benefits
Partnering with Sciente for digital transformation provides the insurer with access to skilled talent, seamless integration of new technologies with legacy systems, and accelerated innovation.
Sciente helps optimize costs by delivering scalable, incremental services that align with business goals while ensuring regulatory compliance and robust data management. This results in improved operational efficiency, enhanced customer experiences, and better decision-making.