Centura Consulting Limited

CASE STUDY

Title of Project: Insurance Agency

Data Consolidation into COTS product
Situation:
Over the years, Norwich Union Life (NUL), has acquired numerous agency
systems through mergers and acquisitions. Owing to this, there is a massive
duplication and discrepancy in the data within the organization. The existing
agency systems don’t support new business models. Downstream systems like
policy, commission statements and payments don’t run efficiently owing to this
problem either.

Business objective:
The engagement aimed - to identify the feasibility of using a COTS (commercial
off the shelf) product and ensuring the consolidation of agents in disparate
source systems into the new product can be carried out successfully. And on
moving to the new agency system, to consolidate the commission payment and
statement generation. Finally, to drive the new commission calculations for new
products (factory gate pricing, splitting of trail commissions etc.) through the new
system

Key business challenges:

Lack of ongoing business sponsorship.
Lack of business knowledge on agency structures in legacy systems
Dealing with multiple teams driving by divergent agendas

Solution:
Feb 2007 – Identification of third party tool, FASAT, to replace multiple agency
systems with NUL
May 2007 – Successful proof of concept of consolidating agency data across
systems and migrating into FASAT
Mar 2008 - Use of advanced data profiling tool to study and agency data, and
define rules for data deduplication and consolidation.
Sep 2008 – New customized agency system delivered to business.
Some examples of benefits:
Agency master system established within NUL
 100s of FTE savings per year due to integration of agency data from multiple
legacy systems to single system
 Vastly superior service to agents due to single data view.
 Operational efficiencies due to consolidated commissions payments and
statements
 Ease in configuring new products and commission models in the new
systems.

Company report card:

June 2008 CSAT rating – 3.5/4

Significance:
This is one of the few projects where Wipro had complete management control of
the programme. Normally, Wipro works as a development partner for NUL.
However, the management as well as superior consulting skills of Wipro were
brought to the fore through this project. The work has led to further consulting
opportunities within Aviva for Wipro and built a solid reputation of Wipro within
Aviva as a trusted partner.