The retirement services division of a top tier insurance institution
Shift the business cost model and build scale by leveraging the Web to move additional business processes and client interactions online
- What should be the business strategic intent for the Web channel?
- How far should we drive towards a low-touch self-service model?
- What are the technology implications of this business strategic intent?
- What should our future state Web technology environment be to drive down cost and improve scalability?
- Where should we focus our Web investment resources to generate the most value?
- How should we position the build-out of the Web channel to launch iterative waves of business value?
- Refined the business case for the Web Strategy Initiative
- Facilitated the prioritization of the Web Strategic Focus between Operational Excellence, Product Leadership, and Customer Intimacy objectives
- Analyzed competing business objectives and made a case for automating services related to profitable high-revenue products, and launching product innovations for profitable but low-revenue lines
- Assessed the firm’s competitive positioning on the web and identified gaps needed to achieve best practices among industry peers
- Determined current state capabilities – both business and technical – via comprehensive SWOT analysis
- Prioritized web initiatives to maximize positive impact; recommended a set of iterative waves of business value to address the initiatives in priority sequence
- Developed a business objective to technology matrix to identify investments and categorize them as required, enabling, or incremental in their impact
- Defined a future-state technology stack that would be highly scalable and cost-efficient
- Defined an Enterprise Architecture to support the future-state web technologies.
The firm had a clear road-map for harnessing digital technologies to significantly enhance Operational Excellence, Product Leadership, and Customer Intimacy