As a leading household and motor insurance company, Ageas UK places a strong focus on high customer satisfaction to deliver product value and help maintain loyalty. Operating as a heavily regulated business in a competitive market, the company must change frequently, providing new products, adopting emerging technology, and adapting to changes from regulators.
Following rapid growth, and with employees distributed across the United Kingdom, Ageas UK needed a systematic way to understand exactly how its processes worked and to improve and standardize these processes, with the overall aim of enabling process transparency and effective collaboration to serve its more than four million customers consistently and effectively.
Enabling organization-wide visibility into daily operations to satisfy customers with SAP Signavio solutions
Before: Challenges and opportunities
- Opportunity to enhance collaboration and efficiency though process transparency, giving a clear picture of which business processes happen in each functional area and how outputs are generated
- Need for a programmatic method to share best practices and foster operational excellence at scale in the face of a high day-to-day workload and ensure consistent process implementation across a large distributed workforce
Why SAP
- SAP Signavio solutions, helping document processes to create a common language that employees across a range of roles can understand, supporting a collaborative mindset enabled by better knowledge of how specific functions or processes are transformed into outputs
- SAP Signavio Journey Modeler solution to connect customer journeys directly to Ageas process architecture, helping make linkages between internal processes and customer experiences, as well as positioning important customer measures across journey touch points for ongoing tracking
After: Value-driven results
- Gained a new level of process insight, increasing automation and collaboration across teams
- Identified how tactics such as process rationalization, employee education, or other business changes could help improve the smooth functioning of the business
- Empowered teams to share best practices across the organization quickly, develop change initiatives themselves, and focus on higher-value tasks instead of direct process management