Subject Matter

Design, Project and Programme Management

New Business Start-Up

Client
Royal & SunAlliance (R&SA)
Sector
Design Project and Programme Management

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.

Chaucer 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.