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CLIENT CASE STUDY


Increasing sales with a transformed digital channel

Accenture helps Japanese insurer improve distribution capabilities to acquire and retain customers

Overview

To stimulate business growth in a market near saturation, this insurer envisioned a tablet-based application across all business operations, to acquire and retain good customers.

Accenture proposed a new sales support system leveraging tablet and HTML5 technologies to meet the insurer's business requirements including user friendliness, anytime-anywhere access and offline use capability. Accenture provided design and implementation expertise in delivering the new sales tool and also supplied program and project management expertise.

The insurer noted an increase in sales capacity, halving the average number of days taken to close new policies. The number of customer visits increased dramatically. At the same time, a significant reduction in paper-based work helped eliminate a large volume of manual validation operations reducing the rework caused by back-office error. The insurer expects a cost reduction of 30 percent resulting from the digitization, and expects to expand sales channel digitization as it continues to pursue high performance.

Opportunity

Insurers throughout Japan note that an aged society with a low birth rate has created a market near saturation. To stimulate business growth, the company decided to renovate its distribution capabilities with a focus on acquiring and retaining good customers. This renovation envisioned a tablet-based application for one-stop demonstration, application and signing across all business operations. Accenture was chosen to leverage its leading-edge technology assets and experience in insurance and wealth management, building upon the trust developed in a decade-long relationship.

Solution

Accenture proposed a new sales support system implementation leveraging cutting-edge technologies including tablet and HTML5 technologies. This approach was designed to meet the insurer's business requirements including user friendliness, anytime-anywhere access and offline use capability. To mitigate risks, prototype applications were created during a two-month Proof of Concept phase prior to the proposal.

Operating as a prime systems integration partner, Accenture provided design and implementation deliverables for the new sales tool and also supplied program and project management expertise in managing the program's associated initiatives. In addition, Accenture provided support developing goals related to qualitative and quantitative performance management.

Results

This was the first project in Japanese insurance using HTML5 with mobile devices. The insurer noted an increase in sales capacity, halving the average number of days taken to close new policies. The number of customer visits increased dramatically.

At the same time, a significant reduction in paper-based work helped eliminate a large volume of manual validation operations reducing the rework caused by back-office error. The insurer expects a cost reduction of 30 percent resulting from the digitization.

The new system is well accepted and welcomed, especially by large independent agents. The success of the project has encouraged the insurer to expand sales channel digitization with a focus on analytics technologies, maximizing both their value to the client and bottom-line improvements in pursuit of high performance.