Client Background

• Industry: Insurance

• Overview: Our client is a Leading Insurance Provider, providing general insurance to New Zealanders for over 25 years. Serving over 470,000 customers and manages over 930,000 home, contents, vehicle, and small business insurance policies. As a leader in their sector, our client sought to modernise and align their digital and customer relationship management (CRM) capabilities.

The Challenge

Our client faced the challenge of evolving their digital and CRM infrastructure to align with new business strategies and market demands. As a joint venture, they had to balance internal operational complexity with the need for streamlined customer-facing systems. The main issues were:

• Gaps in Digital Architecture: Existing systems lacked alignment, with gaps in connectivity between customer-facing technologies and internal management tools.

• Strategic Misalignment: They needed to translate their digital strategy into actionable initiatives while ensuring agility and readiness for future growth.

• Customer Experience: Improving the digital customer experience while optimizing internal systems was crucial in maintaining their competitive advantage.

The Solution

Cyma developed a tailored solution based on our expertise in digital transformation and CRM solutions. The process included:

• Business Capability Assessment: Cyma conducted a high-level capability assessment to define the current digital and CRM business functions.

• Application Catalogue and Mapping: Cyma created an application catalogue, mapping it to the client’s business capabilities to identify gaps, overlaps, and opportunities.

• Strategic Roadmap Development: A digital and CRM roadmap was built, highlighting initiatives to address key gaps and aligning them with the business’s strategic goals.

• Architectural Principles: To ensure consistency and direction, Cyma established guiding architectural principles that would oversee the implementation of the roadmap initiatives.

Through these steps, Cyma simplified our client’s complex systems and created a clear path for future development.

Measurable Results

• Quantitative Results: The roadmap enabled the Leading Insurance Provider with a structured view of their future digital investments and capabilities, ensuring better alignment and cost efficiency.

• Qualitative Results: Leading Insurance Provider gained clarity in their digital strategy, enabling better decision-making and confidence in their future technological investments. The simplification of complex systems reduced internal friction and improved both customer-facing and internal experiences.

The outcome included:

• A digital and CRM capability model

• Application-to-capability mapping

• A strategic roadmap detailing immediate and future digital initiatives

• Established architectural principles for guiding digital transformation

Conclusion

Cyma’s collaboration with this Leading Insurance Provider resulted in a clear, actionable digital and CRM roadmap that aligned business and technology strategies. This gave our client a robust foundation for future growth, providing enhanced agility, improved customer experiences, and a more connected digital ecosystem. Cyma’s approach, which simplifies complex business challenges, positioned our client to be more competitive and strategically focused in the insurance market.