At Bizagi, we’re gearing up for what promises to be one of our best customer-led webinars to date. On 12 May 11:00 EST, Old Mutual South Africa will be explaining how they utilized BPMS to drive its Customer and Intermediary transformation program – ‘CIT’ for short.
This event will explain how a company of such significant size and heritage goes about transitioning from a product-focused to customer-centric organization.
Established in 1845 in South Africa, Old Mutual is now a FTSE100 listed company and has more than 16 million customers and £293.8bn assets under management.
CIT was driven by significant challenges, many of which will be familiar to corporates worldwide.
A fragmented customer portfolio. Multiple entry points, limited POCR, duplicate processes… the list goes on. All of which exposed staff and customers to unwanted complexities.
So, how do you create a seamless and 360 holistic view of products and services?
What are the challenges of creating a clean, uncluttered and single process driven interface?
How do you make the case for change, ensure acceptance of new tech – and set the bar for success?
For this is not just a study of process improvement… this is one of business transformation. All processes had to be started from scratch – by putting the customer first. The results speak for themselves:
- Net Promoter customer satisfaction improved by over 15%.
- Customer waiting times in branches reduced 9 times.
- Customer service rep on-boarding time slashed from months to 3 days.
The webinar will cover:
- Why BPM? Case for choosing BPMS over other technologies
- OMSA’s strategic themes and goals – from driving growth through lifetime relationships with customers to better collaboration and governance
- Transformation objectives – how OMSA utilized traditional and digital channels to make it easier for customers to buy
- The future blueprint – what did OMSA’s ‘integrated service layer’ look like?
- Metrics – how do you define the KPIs that are proof of project success?
- Project Dos and Don’ts – What did OMSA wish they’d learned from the start?