case studies

Financial services

New Business Start-Up

Client
Royal & SunAlliance (R&SA)
Sector
Financial services

Project description

The Single European Market allows Life and Investment products to be sold throughout Europe.

The UK has developed a particular specialisation in unit-linked products.

Royal & SunAlliance saw the opportunity to offer customer servicing and administration services for these products to European companies wishing to enter the market. Customer servicing is through a call centre and the Internet.

ItemPlus was engaged to review and challenge the business and technical designs, including the key issues of:

  • upgrading a “working day” environment to 24/7 operation
  • location of customer front-end, call centre and printing
  • the proposition for insurers and intermediaries
  • role of customer relationship management.

Operational and technology models were developed.

Key decisions then fed the business case for the initiative.

Outcome

The proposal was accepted by the Group Executive and has been implemented.