CLIENT CASE / Digital Transformation

PROFILE:

One of Canada’s largest property & casualty (P&C) insurance carrier and financial institutions with more than $50B in assets under management.

PROBLEM:

Following a massive acquisition, the client needed to transform from a provincial leader into a national contender, while maintaining low operational costs and positioning itself as a high-quality, customer service company through digital channels. Prior to Levio’s involvement, the client was struggling to roll-out and move forward with its digital transformation initiatives.

APPROACH:

Levio had to Modernize legacy IT systems through new digital technologies, ensuring current business operations were not disrupted. Approaching the problem from an employee and a customer’s perspective, Levio was able to redesign business processes to ensure mass adoption and user satisfaction. Levio leveraged new digital capabilities to drive efficiencies across all business units to increase cross/up-sell of products, reduce churn rate, optimize rates, reduce claims and generally increase operational efficiency while decreasing/eliminating customer pain points.

  • Developed and led program and governance structure to manage a $450M, 10-year program portfolio. 

  • Replace legacy systems of record by a next-gen COTS solution from EIS Group.

  • Implement multiple solutions to address all parts of the transformation such as omni-channel services, BI & analytics, migration to the cloud, etc.

  • Employed an approach that brought business and IT stakeholders together and unlocked true collaboration and delivered quick wins early-on.

SERVICES:

Levio provided the following services:

  • Strategic Leadership, Business & Digital Transformation

  • Partner & Client Management

  • Roadmap, Scoping, Design, Architecture, Requirements

  • Program & Project Planning, Complete Life-cycle Management

  • Agile Development

  • DevOps, QA, Implementation, Deployment

  • Support & Maintenance

  • Landing & Training

RESULTS:

  • Flawless change management, Agile execution and migration approach that enabled successive on-time deliveries without disrupting business operations

  • On occasion, other projects that were being managed by other firms were failing. Levio was requested to conduct rescue missions – effectively and successfully executing each project recovery.

  • Delivered a new rating solution for a $4B book of business, successfully replacing Excel as the main rating solution for actuaries, and enabling actuaries to push new ratings all the way to production

  • Implementation of billing, document generation, compensation, CRM rating solution and policy management systems

  • Successful conversion of 80k commercial policies 

  • Successfully redesigned desktop environment for 500 agencies throughout Canada, including networking, telephony routing and security

ACHIEVEMENTS:

  • On-time, On-scope, On-budget

  • Won client confidence and additional engagements

  • FOSTERED CULTURE OF COLLABORATION IN COMPLEX, BUSINESS STRUCTURE