Zurich Insurance's daily business of claims handling and risk assessment for global production or storage sites generates a huge amount of data. In the process of providing these services, a lot of data points are created and the corporation is increasingly recognising the potential value of transforming these data into relevant customer-specific information, and possibly, into actionable insights. The new My Zurich platform makes it possible.
Zurich Insurance Company Ltd has a vision to increase customer loyalty by providing an exclusive service for business clients with international operations. Such a complex undertaking requires a high degree of global coordination across many cross-company interfaces due to the inherent complexity of the business and the fragmented landscape of IT systems across various geographies and jurisdictions.
With Zuhlke as a partner, our experts saw the development of the risk management platform My Zurich through from vision to maintenance and took charge of the technical implementation. With the My Zurich solution, the insurer was able to react faster to the needs of their business clients, as well as be more data-driven in collecting important data during the claims processing stages to leverage on these data for strategic risk management. With its unique launch in the market in August 2014, My Zurich has made this possible in a highly intuitive and efficient way.
Close cooperation between business and technology
The goal of My Zurich was to provide an appealing user experience. In order to achieve this, it requires close collaboration between business and marketing professionals with IT professionals and user experience specialists. Zuhlke was an integral part of the team right from the outset when the vision was conceived. Working closely with the client, our business analysts assessed the requirements and developed the leading digital platform for internationally active business customers.
Building an agile project management culture
My Zurich was developed in stages following agile methodologies. Throughout this project, Zuhlke introduced and reinforced the agile project management culture within the client team, thus building a solid foundation for further development.
Thanks to a flexible architecture, it is now possible to integrate new applications with data from other insurance operations. As a result, Zurich has made considerable progress towards achieving their long-term vision.
Mr Guyer, My Zurich went online as scheduled and with all its functions in operation. The reactions have been consistently positive. To what do you attribute this success?
Primarily to the team. The agile approach was a crucial factor. It is highly demanding and requires the best brains in business and in development. The team needed to cover an n-dimensional range of expertise – we achieved this with Zuhlke as our partner. Zuhlke‘s employees integrated seamlessly into the team; the cooperation was excellent.
What were the biggest challenges during the development?
I have been in IT for more than 30 years and I really have to say: The complexity of this project was at the upper end of the scale – not just technologically, but also in respect of numerous other requirements such as compliance, global data exchange and the heterogeneity of the systems. And the customer needed not to see any of this. We achieved this goal by consistently approaching things from the customer‘s perspective.
How did the customers react?
We really achieved a "wow“ factor with My Zurich, in accordance with our goal. Our customers are delighted and the feedback from our staff has consistently been: It‘s great! The number of users is developing nicely and we‘re getting constant feedback.
What does this project mean for Zurich?
My Zurich is a showcase project at Zurich and has caused a sensation. We have developed using agile methods in the past but this project is unique. It has become an internal benchmark for agile project management.
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