|Service and solution:||IT Service Automation|
|Sector:||Banking & Insurance|
Web management solution for
security, end-customer service and satisfaction
Leading UK car insurance company Admiral Group Limited (AGL)
operates a number of brands, including Diamond, Bell Direct,
Gladiator, and its recently-launched Internet brand elephant.co.uk.
Headquartered in Cardiff, Wales, the group has 1,400 employees,
more than 700,000 policyholders, and an annual turnover of £380
million in 2002.
Customer's Business Issues
To develop a highly secure e-commerce Website, fully integrated
with back office systems. When planning the launch of
elephant.co.uk, AGL aimed to ensure complete security without
limiting the functionality of the Website. Furthermore, it wanted
an e-business solution that would be easy to integrate with its
existing back-office systems.
- Difficult to maintain real-time statistics for volumes of
claims at differing stages of the settlement process
- 150 claims personnel - too many people in this area
- Difficult and time consuming searches for correct
- Cost of processing claims was too high
Customer's Business Objectives
- Eliminate manual document retrieval, reducing the cost of
- Automate the claims process, improving accuracy and
- Ensure a more prompt response to members, improving customer
Initial Customer Set up
Supporting the new Web application is INSURE/90 software, a
modular insurance solution covering administration, claims, policy
changes, new business, payments, management reports and
transactional processing. Prior to the implementation of WebSphere
at elephant.co.uk, AGL's Websites were not integrated into this
back-office software. As a result, visitors to any AGL Website who
wanted a quotation had to send an e-mail to the company, then wait
for staff to manually enter details into INSURE/90, produce the
quotation, and return it by e-mail. This process was slow,
inefficient and costly.
The Logicalis Solution
Working with IBM Business Partner, Logicalis Limited, AGL
selected WebSphere software on IBM ^ iSeries to power the new
Web-based service, which offers fast online car insurance services.
elephant.co.uk gives customers secure access to insurance
quotations, policy literature, policy amendments and claims
registration. In addition to delivering excellent customer service,
the WebSphere solution has dramatically increased
cost-effectiveness at AGL.
Claire Carrel, IT Manager for elephant.co.uk, comments, "With
WebSphere on iSeries, we can offer a highly efficient and secure
insurance service via a user-friendly Web interface. This is great
news for our customers, and also brings significant administrative
efficiency gains." She adds, "65 percent of all our quotes for new
business now come from the Internet, and AGL recently won the 'What
Car? Magazine' test for best online car insurance. The power and
security of WebSphere on iSeries has played an important role in
delivering this level of service excellence. WebSphere enabled AGL
to integrate its elephant.co.uk frontend quickly and easily with
INSURE/90, allowing data to be transferred instantly and
automatically between them. Says Carrel, "Customers can get an
instant quotation online, which has freed up our sales staff,
enabling them to focus on customer service rather than data entry.
Integrating our systems on iSeries has also significantly reduced
the time taken to process quotes and new business, increasing our
productivity and reducing operational costs."
The end-to-end solution from Logicalis involved a combination of
Services, Software, Hardware and ongoing support.
- Scoping study
- Design of solution
- Implementation of solution
- Project management
- Bespoke application development
- Logicalis provides business hours based contracted support
- Pre-agreed SLA to deliver rapid response and resolution
Elephant have received a number of key benefits from
implementing this solution.
- Customer satisfaction has increased, getting instant quotes and
power to save and amend their quote
- Customer Service roles have become more varied and challenging
with the removal of much of the inefficient routine, repetitive
- Lower overheads are passed onto end customers, facilitating
higher customer loyalty
- Ensuring easily upgradable processes from robust and reliable
Logicalis was instrumental in developing a totally secure
solution that works seamlessly with elephant.co.uk's back-office
Preparing for the future By trading over the Internet,
elephant.co.uk keeps its overheads low and passes the cost-savings
on to customers in the form of cheaper policies. Typically, the
company can offer car insurance for up to ten percent less than its
competitors. The success of elephant.co.uk has prompted AGL to
implement similar WebSphere solutions in its other
The scalability and reliability of the iSeries server makes it
the perfect infrastructure for AGL's new Web initiatives. As its
customer base continues to grow rapidly, the company is confident
that data will remain secure and permanently available.
"With iSeries, we can be totally sure that our WebSpherepowered
e-business services will keep up with increasing customer demand,"
says Carrel. "One of our main reasons for selecting iSeries was the
high level of security it offers, and that together with its
near-permanent uptime and low cost of ownership, when we compared
it to competitive solutions, makes it the best platform for our
"With iSeries, we can be totally sure that our WebSpherepowered e-business services will keep up with increasing customer demand. One of our main reasons for selecting iSeries was the high level of security it offers, and that together with its near-permanent uptime and low cost of ownership, when we compared it to competitive solutions, makes it the best platform for our fast-growing business."
Claire Carrel, IT Manager