Insurance Australia Group Limited (IAG) is the parent company of a general insurance group with operations in New Zealand, Australia, Thailand, and Vietnam, employing over 13,500 people. Its current businesses underwrite almost $10 billion of gross written premium (GWP) per annum, under many leading brands including NZI, State Insurance, and AMI in New Zealand.
The insurer was hampered by limited operating flexibility. It was locked into a number of outmoded networks and had several disparate call centres, and found itself unable to bring costs down.
Project Converge included a full suite of sophisticated contact centre applications enabling a virtual queue across the organisation, delivery of videoconference facilities around the country and development of an ITIL-based service management model linking with IAG’s IT infrastructure supplier. This was built around a full Service Level Agreement within a managed service contract.
Voco was responsible for the telecommunications strategy, developing the business case, managing a defensible, contestable process (RFP/evaluation/negotiation), taking care of the complete transition/deployment process and seamless disengagement of the incumbent supplier. We provided the Programme Director, Transition Manager, Service Management Process Lead, PMO Manager and call centre specialists as part of the overall project team.
Project Converge, the first enterprise converged network implementation in New Zealand, was successfully implemented to over 50 sites and 2,200 people and IP endpoints, yielding direct cost savings and operating efficiencies in the contact centres. Voco managed the project implementation within time and budget requirements.
Voco achieved significant changes for the business, including reduced telecommunications operating costs in the order of 20% and a step change in service quality from its telco service provider. Project Converge gave the insurer the flexibility to use its people across the organisation in a variety of situations. For example, in a disaster recovery scenario, contact centre or other employees can log in from any geographical location and field calls, allowing the contact centre to remain operational.
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