A Global Insurance Group
We were asked to assess the potential to off-shore the sales, services and claims operations
A global insurance group had been facing substantial cost challenges within one of its general insurance brands. It approached us to assess the potential to off-shore the sales, services and claims operations and to identify the impact this would have on its customers’ perception of the brand and on performance.
To fully understand how these activities were being managed, we undertook a confidential on-site review to examine the business’s contact centre operations. We assessed the level of complexity of the interactions, the value to the organisation and their customers, and the impact on customer perception and operational and employee performance of each activity.
We then used this to select a series of key questions to address in building fully costed business cases for different operating models. These included:
- What impact would the lowest cost solution would have on performance, quality and customer perception?
- What would be the most appropriate geographical location for the operation?
- Which outsource partners could be capable of delivering the services?
- What technology investments would be necessary?
- How much would the transition cost and what would ongoing support costs be?
Alongside this, and in anticipation of an outsourcing decision, we also re-designed the company’s procurement process so it would meet the needs and timeframe of the business.
The client examined the business cases we provided, with detailed requirements for geographical location and outsource partner defined and with risks and mitigations identified. It was able to make an informed decision and then, with an optimised procurement process already scoped, to approve the off-shoring of a range of activities with confidence.