CASE STUDY Business & Technology Strategy


A leading North American insurance institution

The Opportunity

“We need to link our independent agents with our call centers, web-site, and back office systems.”

The Challenge

This insurer’s multiple channels of delivery were disjointed creating redundancies, confusion, and contradictions. They needed a refresh of their business and technical strategy to create a more unified and robust approach.

Our Role

  • Led the development of the future state business and technology strategy
  • Developed a new multi-channel insurance delivery strategy, which linked independent agents with the call centers, web, and the back office
  • Led the detailed process and systems analysis, resulting in new systems for new business and underwriting, policy administration, and customer service management
  • Established integration linkages to share information across insurance lines of business

Bottom Line

The firm was able to create the needed technical linkages and more easily share information across it’s business channels.