Global Integration Success Achieves Operational Excellence

Global Integration Success Achieves Operational Excellence

$320M

cost savings through advisory, design, and delivery

$450M

cost savings through optimized digital solutions

$300M

cost savings through data and technology strategies
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Challenge

This commercial insurance broker set ambitious targets to reduce operational costs and enhance customer service while maintaining rigorous quality levels in a global operations transformation program.

With objectives publicly communicated to investors, successful on-time delivery wasn’t just a priority, it was essential.

Solution


Transformation: Phase 1

Following a significant merger, Concentrix was engaged to play a vital role in the client’s global integration project, focusing on establishing common operational practices and rationalizing costs. We provided targeted advisory, design, and delivery capabilities to:

  • Oversee the setup and stabilization of new offshore hubs.
  • Deploy a robust management training program to standardize operations.
  • Lead diagnostics and implementation activities across multiple countries and lines of business to enhance operational efficiencies.
  • Design and deploy an operating model to streamline central functions (e.g., human resources) and utilize our blueprint principles to drive structural efficiencies within core teams.
  • Focus strongly on skills transfer and the development of internal resources to establish a centralized change function capable of delivering sustained results post-program.

Leveraging our extensive experience in the client sector, we built design exceptions into the processes to accommodate local regulatory, compliance, and client requirements.


Transformation: Phase 2

In response to the global pandemic’s business disruption, the client further invested in another significant global transformation, this time leveraging the positive performance of their offshore hubs to deepen their presence and optimize digital solutions for improved cost-efficiency.

Due to our proven results, the client engaged us again for this program. We assisted in:

  • Setting up and managing a global transformation management office.
  • Conducting diagnostics across three lines of business—spanning Europe, North America, LATAM, and APAC—to design future-state customer journeys optimized for offshore hubs and enhanced by technology solutions.
  • Managing the transition of over 500 roles to offshore hubs, stabilizing services.
  • Leading the solution design and deployment of prioritized technology solutions.
  • Designing and building deployment roadmaps for revised global operating models to establish a more cost-effective service structure.


Transformation: Phase 3

With our demonstrated design and delivery capabilities, and our continued positive partnership, the client selected Concentrix again to be its transformation partner across key areas of its data and technology strategy. We delivered on a comprehensive proposition covering:

  • Operating models
  • Program management
  • Analytics
  • Technology project management
  • Technology implementation support
  • Right-shoring
  • Process re-engineering
  • Customer journeys
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“Concentrix was the obvious choice for this program, fully justifying their reputation as true partners focused on win/win outcomes.”

-Global Head of Change for Operations

Outcomes

Through transformation initiatives over the last decade, we have helped the client achieve:

50-70% improvement in service levels through new client segmentation and quality management

$1B in cost savings across three transformation initiatives, significantly exceeding original targets

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