Formulating a service operating model for a financial-services entity

• Business Dilemma:

TASC was asked to assist a major insurance company in formulating a holistic Service Operating Model. This process was aimed at developing a new, unified service strategy for the entire organization, while creating an optimized service experience for the customer.

• Process:

Our team started the process by collecting and analyzing quantitative data and conducting interviews after which it mapped existing work processes while focusing on interfaces, working methods, and potential for automation, along with an end-to-end look at customer experience (CX). The team then examined the existing organizational structure and its suitability to the company’s activities and proposed a Service Operating Model and goals based on defined principles.

• Strategic Solution & Impact:

In addition to the holistic Service Operating Model, TASC’s team improved and optimized work processes. The organizational structure of the company was adapted to the Service Operating Model and we assisted in defining the CX manager role.