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IBM On Demand Workplace for insurance

Case study - IBM creates a virtual office for Reliance Life : The Virtual Office would increase accessibility and reduce redundant processes and procedures, increasing Reliance Life's ability to react instantly to customer demands. - Learn more

Executive summary

Business view

Technical details

The goal

Manage risk, boost profitability

Matching the right insurance product with the right channel can make the difference in maintaining profitability in the cyclical insurance industry. Changing demographics. Company mandates to drive down costs. Inefficient product delivery. IBM On Demand Workplace can help you improve workforce effectiveness, company profitability and customer retention.

The advantage

Creating a role-based desktop for improved responsiveness

IBM can deliver comprehensive, end-to-end solutions across virtually any channel. With On Demand Workplace for Insurance, we can provide:

Strategies for maximizing the return on investment on your intranet based on our in-depth knowledge of underwriting and product development complexities.
A wide range of insurance industry-specific capabilities, from business strategy and governance to technology implementation.
Proven experience in hands-on implementation of intranets and other e-business solutions for insurance companies.
A worldwide team of skilled consultants to implement your solution virtually anywhere, no matter what size and complexity.
Insurance tools and accelerators to increase responsiveness to business needs.

The benefits

Improve time to market while reducing costs

On Demand Workplace for Insurance simplifies access to content, applications, people and processes. It includes a security-rich, enterprise-wide portal that is designed to enable people to work from nearly anywhere, at virtually anytime, faster and more effectively. This access to information and tools can help the underwriter spend more time in the field building stronger relationships with brokers and agents. The result is a personalized workplace, tailored specifically to each person's role.

Create an environment in which people have access to relevant, flexible tools. The scope of On Demand Workplace can extend to having a workplace for customers, partners and suppliers. Many organizations started with self-service HR, but are moving well beyond that to include customer service solutions that integrate with core insurance processing systems and CRM applications, such as:

Customer information systems.
Billing and collections.
Online learning solutions.
Market information systems.

Focusing on automation, speed and business process management can provide:

Underwriting cost savings.
Improved data quality.
Shortened sales and underwriting cycle.
Quicker issue identification and resolution.
Improved risk management.

The approach

Improved underwriting process enhances profitability

A major U.S.-based global property and casualty insurer needed a solution to improve underwriting capabilities, workforce productivity and regulatory compliance. They turned to IBM for a solution that would:

Provide an interface that has a common look and feel in every geography for resource sharing and better underwriting support.
Standardize key activities within the underwriting process.
Enhance cross-divisional information accessibility and better underwriting through an account view (shifting from a product-centric model).

Results from the implementation of On Demand Workplace include:

All customer information in one place for the field.
Immediate capture of underwriting notes and data.
Up-to-date underwriting guidelines in real time.
Access to loss information from various claims systems.

The financial advantage

Reduce costs, head off reserve deficiencies

On Demand Workplace for Insurance can help:

Improve underwriting effectiveness to reduce impact loss and expense ratios.
Enhance communication and collaboration to reduce redundancies and increase productivity.
Provide easy access to experienced underwriting and claims staff.
Reduce call center calls and costs with Web-based, self-service tools.
Increase employee efficiency by providing access to the information and tools they need when they need them.

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