Case study 02 · Insurance · Operational transformation
Five points of profit, twenty points of loyalty
Nordic Insurer
In short
A leading Nordic non-life insurer needed better profitability and happier customers at the same time. We designed and executed the outsourcing of 400+ business roles, streamlined core processes and modernised IT, improving NPS by 20 points and the combined ratio from 87% to 82% within 18 months.
The results
+20point improvement in Net Promoter Score
87→82%combined ratio
400+roles transitioned to a new operating model
18months from start to measurable results
The challenge
Improve profitability and customer satisfaction at the same time, in a competitive and cost-pressured Nordic insurance market.
What we did
- ADesigned the end-to-end outsourcing approach for 400+ business roles (non-IT)
- EExecuted and implemented the transition across the business
- EStreamlined core processes and modernised the IT landscape
Where ACE came in
A
Align
Set or reset the strategy
C
Close the gaps
Not part of this engagement
E
Execute
Win in market and keep it running