CASE STUDY
THE MAIN BENEFITS WE ’ VE SEEN ARE OUT OF THE BOX FUNCTIONALITY ; CLOUD PROVISION OF THE SERVICE ; THE PROFESSIONAL SERVICES ; AND THE ELASTICITY AND PREDICTABILITY OF COSTS .
How important is Digital Transformation to the organisation , and how has this been accelerated in response to COVID-19 ?
I have been involved in the digitalisation of insurance for the last 20 years . In a very simplistic manner , there were two ways of thinking and one of these was anything which is analogue , paper , humans and doing things manually . We have been digitalising these processes for years and there ’ s relatively little left in digitalising those straightforward , non-digital processes . The same terminology of digitalisation is applied to improving what we have and I ’ m sure you will have heard this piece of wisdom – ‘ don ’ t digitalise your processes , if they ’ re the wrong ones ’. So , pick the right elements and compose as they need the new customer journeys , the better customer care , the regulatory requirements responses , security responses , costs , etc .
I would like to predict what the next wave of digitalisation is , but I can ’ t quite imagine it yet . So , we ’ re still doing a bit more towards making sure we ’ re improving , speeding up , where we ’ re putting Artificial Intelligence , Machine Learning , and ultimately making all of the right decisions at the right time . COVID has sped that up . I remember conversations even back in March as we were going into lockdown where people were asking if we were going to delay our transformation . I responded by saying I don ’ t have the option to delay , because I need to enable my business users to work remotely from home and to be able to sustain the business without exceeding the costs .
So , the two major areas where I ’ ve seen changes are collaboration , and the paperless office . I ’ m going to start with the paperless office . We have been improving , automating and reducing paper . It has been a challenge with not being allowed to come into the office , with certain documents still needing to come into the office . Coming back to our integration – this is where it has worked very nicely because for the first step , we ’ ve got a skeleton team operating from the
THIS IS AN EXCITING PLACE TO BE AND ALL FOR THE PURPOSE OF BETTER
SERVING OUR CUSTOMERS .
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