Renovating the core! Customer experience innovation with complex legacy systems to drive our transformation & innovation strategy

Transcription

1 Renovating the core! Customer experience innovation with complex legacy systems to drive our transformation & innovation strategy John Agterdenbos Enterprise architect Marc Bakermans Business Change Manager

2 What would we like to discuss? 1 Brief introduction of VIVAT 2 Why Pega for VIVAT: vision and current situation 3 Approach for change First results/metrics 4 Lessons learned 5

3 1 Brief introduction of VIVAT Introducing VIVAT Our key figures: Product line Share Rank Life 13% # 4 Non-life 5% # 4 Number of customers: Market share top 5 players: Our Mission: VIVAT delivers advanced financial services and smart solutions to our customers in a customized and simple way; VIVAT leverages states of the art technologies and excels in efficient business processes; We foster an agile culture where our customer service improves continuously and employees grow. Our Vision: VIVAT is the leading Digital financial services provider helping its customers to realize their dreams and protect their belongings, every day

4 1 Brief introduction of VIVAT Chapter 1 Introduction A history of takeovers and mergers has increased the complexity of business processes and applications

5 1 Brief introduction of VIVAT VIVAT has identified four strategic themes 1 Customer centricity 3 Data 2 Digitalization 4 Innovation

6 1 Brief introduction of VIVAT But execution on those themes is hindered by complexity Application Landscape Life Corporate Some VIVAT metrics Over 500 products for Individual Life alone 260 business applications for VIVAT service operations via Service Bus Many point:point interfaces

7 2 Why Pega for VIVAT: vision and current situation Our innovation strategy is based on three approaches Innovation theme Type of innovation Business model innovation Proposition innovation Customer experience innovation Approach VINCE (VIVAT innovation center) to explore new business models. VINCE collaborating with Start up Bootcamp and start ups. Renovating the core: innovation in customer engagement and process to transform into a digital and customer centric insurer.

8 2 Why Pega for VIVAT: vision and current situation Our innovation strategy is based on three approaches Innovation theme Type of innovation Business model innovation Proposition innovation Customer experience innovation Approach VINCE (VIVAT innovation center) for finding new business models. VINCE collaborating with Start up Bootcamp and start ups. Renovating the core: innovation in customer engagement and process to transform into a digital and customer centric insurer.

9 2 Why Pega for VIVAT: vision and current situation Pega is key in our digital and customer centric transformation Seamless digital end2end processes Our challenges Show quick results Multiple (3) customer administrations Highly complex architecture Leverage past investments

10 3 Approach for change The main principles in our approach 1/4 General view Principle Life events Customer journeys Service events Interaction channel Case type People Process Create a multi-disciplinairy team Create a simple framework for a common understanding in your teams Functionality before technology Technology Data

11 3 Approach for change The main principles in our approach 2/4 Customer journey Principle Start with the customer in mind - from inside out to outside in thinking Think customer outcomes delivered

12 3 Approach for change The main principles in our approach 3/4 Process Principle Process maturity model Continuous improvement - no process redesign upfront A process is a process is a process standardize STP assessment (sample - not real data) Show acceptable results quick instead of perfect results later

13 3 Approach for change The main principles in our approach 4/4 Technology Principle Application follows process follows customer journey Wrap the legacy, don t improve the legacy itself Process and channel are loosely coupled

14 3 Approach for change We met our renovation goals for 2017 Goals for 2017 What we achieved Migrated 3 CRM-systems to Pega Initial implementation at Individual Life Integrated customer service cases with back office processes Implementation Risk reporting processes Started training and building Center of Excellence

15 3 Approach for change but we have barely scratched the surface Seamless digital end2end processes What s to come Consistent omni channel customer journeys across product lines Increased process maturity across product lines Connect marketing, sales and service Pega as system of record for customers and full 360 customer view

16 4 First results/metrics The first customer responses and efficiency results speak for themselves New applications term life Customer and business benefits Customer satisfaction new process is 7.7 Throughput reduced from days to minutes 30% to 40% of all new request are processed Straight Through The overall reduction of capacity for the new underwriting process decreased with 70%

17 4 First results/metrics And also our colleagues in the call center are happy Reduce the screens Why they are happy From 13 screens to 1 Far better insight into status customer case More relevant cross- & upsell possibilities

18 5 Lessons learned Our five most valuable lessons learned 1. Invest in training: spend time understanding the platform both functional and technical; 2. Be careful to not address Pega as a solution waiting for a problem, make sure you really understand the problem first; 3. Don t step in the big design up front mistake, find a balance between designing up front, implementing now and improve as you go; 4. Accept you ll have to do rework as a trade off to quicker show value; 5. Make sure you have some quick successes and then be prepared to say no (success as a reason for failure). 5