AXA Insurance – ITSM Design & Implementation
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Revolutionising Service Management for AXA Insurance
Client Overview
Organisation: AXA Insurance
Industry: Insurance and Asset Management
Country: France
Organisation Size: Serving 93 million clients across 51 countries
Founded in 1816, AXA Insurance has evolved into one of the world’s foremost insurance and asset management companies, renowned for innovation and customer-centric solutions. With operations spanning the globe, AXA continuously seeks to enhance its operational efficiency and service delivery to maintain its leadership in a competitive market.
The Challenge
AXA’s legacy Business Service Management (BSM) technology had become a bottleneck, limiting its ability to respond swiftly to market demands and client needs. The outdated system led to inefficiencies and higher operational costs, creating an urgent need for a scalable, future-proof solution that could align with AXA’s strategic goals.
Key Objectives:
- Modernise service management to meet evolving market dynamics.
- Boost team efficiency and productivity.
- Leverage AXA’s existing investments under the Enterprise License Agreement (ELA) with Microsoft.
The Solution
AXA partnered with Cased Dimensions, a trusted service management expert, to deliver a cutting-edge solution tailored to their needs. Cased Dimensions brought a blend of technical prowess and industry knowledge, offering:
- Agile Consulting Methodology: Focusing on rapid, high-impact outcomes by prioritising areas where business value was greatest.
- Industry Expertise: Proven success in insurance and service management, with clients like Lloyds Insurance.
- Proprietary Enhancements: Custom software solutions to extend and optimise platform functionality.
- Domain-Specific Integration: Service forms embedded with insurance-specific terminology for a more intuitive user experience.
- Microsoft Endorsement: Microsoft’s recommendation of Cased Dimensions enhanced AXA’s confidence in the project’s success.
Why Microsoft Technology?
AXA selected Microsoft’s Service Management platform for its advanced features, seamless integration, and cost efficiencies, all supported under AXA’s ELA.
Implementation Highlights
Cased Dimensions delivered the project on time and within budget, exceeding AXA’s expectations. The transformative outcomes included:
- Operational Efficiency: Automated processes reduced manual effort, allowing teams to focus on high-value tasks.
- Enhanced User Experience: Intuitive, industry-specific interfaces streamlined workflows and increased productivity.
- Future-Proof Scalability: The modernised platform is ready to evolve as AXA’s needs change.
- Cost Savings: By leveraging AXA’s existing Microsoft licensing, the project avoided additional software costs.
“Cased Dimensions’ ability to configure processes to manage interest rate variables against insurance policies was amazing. It wasn’t even part of the original scope but was delivered at no extra cost,” said AXA’s Team Manager.
The Results
During the implementation, Cased Dimensions tackled a complex, high-impact business process central to AXA’s operations. One insurance product, underwritten by brokers across multiple countries and currencies, required frequent updates due to exchange rate fluctuations. Timely management of offers was critical to prevent policy lapses.
Key Enhancements:
- Automated Offer Management: Automatically identifying, grouping, and prioritising offers requiring updates, helping staff meet deadlines efficiently.
- Customised Configurations: Tailored workflows aligned with AXA’s unique business processes and industry-specific terminology.
- Beyond Scope Deliverables: Developed an enhancement to manage interest rate variables on insurance policies—a feature not originally scoped but delivered at no additional cost.
“The real challenge was defining and capturing the process. Once we fully understood the workflow, configuring the solution became straightforward. It’s about mastering both the process and the technology,” noted Cased Dimensions.
Key Benefits
- Streamlined Workflows: Automated key processes, significantly reducing time and effort.
- Tailored Fit: Custom configurations met AXA’s complex business needs.
- Cost-Effective Transformation: Maximised value from existing Microsoft ELA investments.
- Business Agility: Positioned AXA to respond faster to changing market conditions and client demands.
Microsoft Technology Used
- Microsoft Service Management Platform: Seamlessly integrated into AXA’s enterprise ecosystem to provide scalable and robust solutions.
Conclusion
AXA’s successful transformation highlights the power of collaboration and innovation. By partnering with Cased Dimensions and leveraging Microsoft’s technology, AXA achieved a lasting impact on its operations. Ready to revolutionise your service management strategy? Let’s start the conversation today.