top of page
  • X
  • Linkedin

Transform or stagnate your choice

 Transform to maintain the competitive edge or remain stagnant and uncompetitive. 

Client 

A leading health insurance provider recognising the need for change and how technology can help to improve their customer journeys while reducing operating costs. 

Need

The client's challenge was how to retain existing customers in an increasingly competitive market while growing their member base. Lacking the scalability and product flexibility to compete in regional markets and other Gulf Cooperative Council (GCC) territories it operates in, the client needed to be customer-centric in being able to customise and configure new insurance products to serve the ever-evolving needs of customers. The intent was to execute a comprehensive digital strategy with a clear roadmap to ensure the next stage of success by implementing and rolling out best-in-class technologies, integrated into delivering an eco-system that provides customer satisfaction, revenue growth, and efficiency. 

This entailed modernisation of their insurance platform, overlayed with new customer journeys oriented toward self-service. 

Solution 

Knowledgeworks led the discovery phase to identify key customer journeys of the business, processes, and services. To validate the output for the discovery, we ran a business process reengineering (BPR), and voice of the customer (VoC) exercise across all customer touchpoints; sales and commercial pipelines, 3rd party platforms, regional branches, broker channels, and online web and mobile. The exercise helped to identify the most impactful changes setting the base of the program backlog, and transformation roadmap while underpinning our product-driven approach. We coordinated increment planning across all the delivery partners and led the procurement of peripheral technology services. In addition, we established the engagement model across all parties’ promoting scaled agile by establishing the Agile Release Train for continuous delivery. 

Result 

  1. Enhanced online and mobile user journeys across new customer enrolment, renewal, policy, and claims management, incorporating 3rd party and broker platforms​ oriented on self-service.

  2. Enhanced branch experience with assisted services via digital kiosks. 

  3. Increased efficiencies;

    1. 90% reduction of branch staff across all regions due to the introduction of self-service kiosks

    2. 40% reduction in administrative overhead across front, middle, and back office operations 

    3. 15% increase in claims automation from 70 to circa 86%  

  4. Greater flexibility on how health insurance coverage packages are combined to meet the niche needs of institutional and individual customers.

bottom of page