A large Nordic insurance company had ambitious plans to digitise their customer journey, increasing self-service and cross-selling opportunities. The current contact centre provider had underperformed in all areas and had been served notice.

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The company needed to run a complex sourcing process for a new contact centre provider, one which would define its new operating model, support the innovation roadmap while at the same time controlling costs to maximise value.

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Our associate conducted a thorough assessment of the supplier landscape, using their industry relationships and procurement expertise to carefully select only the best and most suitable suppliers who could transform the customer service experience. At the same time, they oversaw the in-houses team as they ran investigation and sourcing activity, to power the appointment process.

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After just four months, a new operating model was defined and a supplier selected to deliver an integrated and, most importantly, consistent customer journey featuring a high level of automation and self service capabilities, allowing the insurer to satisfy its policyholders while maintaining price discipline.

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The results were £12m of in-year synergy savings, creating a blueprint for P2P deployment across the organisation and a tightly integrated team working with a unified approach.