Summary
The client, Fiji National Provident Fund is a social security savings scheme jointly supported by employees, employers and government. It was set up in 1966 to provide financial security for workers when they retire at the age of 55. It also provides two other main contingencies prior to retirement when the member is incapacitated and is not able to work, and for the financial support of survivors in the unfortunate event of Death of a Member. Over the years the Fund has evolved into a comprehensive scheme that provides a number of pre-retirement withdrawals to members for home ownership (Housing Assistance), healthcare (Medical Assistance), and Education assistance.
Business Challenge
The insurance business is highly competitive, at the same time unexploited. The client had to improve its information management processes. It’s sales teams had major challenges to access client info, the products most sold, collaterals of competitive nature etc. and there was no single source to get this information. Also they needed a highly collaborative system where all departments benefit from improved workflow and information share. The client had difficulties in choosing the hardware for such initiatives too.
Project Highlights
The current business and IT processes were analysed. Their tactical and strategic goals were taken into consideration and a plan was created which focused on help profitability, revenue and customer satisfaction. The components recommended on the new systems architecture were to track segments and analyze customer value, generate tailored cross-sell and up-sell opportunities, provide a level of service proportional to the customer lifetime value for effective retention, measure the impact of distribution channel sales on revenue, and create a learning process that leads to accuracy and speed of response to market changes through a knowledge management framework.
Benefits
- The company was able to retain more customers
- Sales and Marketing got a boost and in turn improved the customer service
- There was information collaboration between stake holding departments and resources
- Ability to forecast and deep dive became simpler
- Silos got converted to an enterprise customer view
Learnings – These are some important lessons
- Company wise culture mapping and managing resources is effective
- Selected technologies used in multiple forms are more cost effective
- IT department of the end customers’ can work more closely with their business functions to enable the execution of projects faster