Case studies

ICEA LION

– November 18, 2013

ICEA LION Insurance Holdings Limited, was formed as a result of a merger between Insurance Company of East Africa Limited (ICEA) and Lion of Kenya Insurance Company Limited (LOK) in 2011. The two companies were well known Insurance and financial services market leaders in Kenya and the wider Eastern Africa region. The merger resulted in the creation of one of the largest insurance groups in the region, with well-established insurance operations in Kenya, Uganda and Tanzania as well as leading subsidiaries in fund management and corporate trusteeship.

Business Problem

ICEA Lion needed to implement workflow automation and Enterprise Content Management (ECM) platform to automate their business claims and new business process. This would transform their services and achieve high levels of customer satisfaction, total compliance and reduced costs. The main challenges at the time were; Processing delays and low productivity, dependency on physical movement of documents between branches and departments, difficulty in tracking and monitoring of processes

Solutions Suggested

Simba / Newgen  BPM & ECM solutions were proposed to ICEA Lion. This solution entailed implementation of Claims process for General Insurance, implementation of Business acquisition/New Business process for General insurance, implementation of mail handling and mail stamping process and implementation of Record Management system.  The above processes were automated using our domain expertise. These were implemented using the industry best standard practices.

Benefits

After implementation ICEA Lion is now able to enjoy, business efficiency through reduced TAT for its core processes, better archiving system, providing better and faster access to documents and customer information, ease in handling complex processes, scalable solution that enables faster rollout of initiatives and handle increasing business volumes, unified interface for all the underlying applications providing business users with enhanced ease of usage and perform multiple tasks through single system access and enhanced performance tracking of the business users, process and TAT.

The solution is supported locally for any enhancements or trouble shooting.

CHASE BANK

– November 18, 2013

Chase Bank is a leading commercial bank in Kenya, achieving sustained growth in the customer deposits with a commendable market share in the country it operates in. The bank’s mission is to be a customer focused institution that offers innovative service and solutions to its customers, utilizing secure, cutting edge delivery channels and well trained human resource.

Business Problem

The bank was trying to deliver better customer experience to match the growth. The processes and systems in use were isolated from each other and worked independently. As the bank grew, the bank needed to understand their customer better and continue to offer them first class service. While the bank had all the necessary systems in place, they wanted to optimize the systems and harness the maximum potential out of them.

Solutions Suggested

Simba’s AMEYO solution, with its pre-built process templates and solution accelerators guided the bank with a roadmap towards building omni-channel capabilities. The solution brought the entire system under one roof and gave the agents a 360 degree view of the customer which helped them in delivering exceptional customer experience. The solution enabled the call centre agents to offer and up sell right products to their clients and increase engagement.

Benefits

The implementation of the solution resulted in an increase of over 30% in productivity of the bank’s processes. Now the bank could handle more calls than ever by reducing the Average Handling Time by 37%. The direction provided by the roadmap at each step played a vital role in reducing the Time-to-Market and Cost-to-Serve while enhancing customer experience at the same time. The bank was able to convert call center to profit center with increased focus on need identification and right party connect. The Conversion ratio  jumped by about 80%.