US Insurance Company: Application Outsourcing

Overview

The standardized yet flexible framework represent Accenture’s best thinking, knowledge and experiences from more than 15 years in outsourcing and more than 600 outsourcing engagements.

This US Insurance Company outsourced application development and maintenance to Accenture for its wholly owned subsidiary, thus lowering operational costs, providing predictable deliverable quality, and improving customer service while increasing its focus on strategic initiatives.

Business Challenge

The wholly owned subsidiary for the US Insurance Company was experiencing significant profitability challenges and was unable to enact strategic change due to limited IT resource availability, skill shortages in IT for key initiatives, and poor quality.

How We Helped

Using on-site and off-site workforces, Accenture transitioned development and maintenance support for more than 10 agency applications for transaction, rating, underwriting and output applications, each on a unique platform. Accenture’s dedicated team delivered a laser focus on the strategic priorities and designed a new operating model for the insurer’s subsidiary.

High Performance Delivered

The US Insurance Company’s subsidiary can focus on strategic initiatives now that they have more predictable service quality, improved customer satisfaction and lower costs. The unit has achieved a 100 percent response rate for service requests, 100 percent on-time delivery of strategic projects, and 97.5 percent quality standard. As a result of the success, the client transitioned from the worst-performing unit to the best-performing unit of the US Insurance Company.