CLIENT EXPERIENCE

Leading European Insurance Company

Leverages TCS’ Consulting Expertise
to Realign IT with its Strategic Vision
Customer The global insurance market liberalization and deregulation have
A Leading Insurance triggered substantial geographic and business diversification for
Company in Europe numerous insurance firms. Many have resorted to mergers and
acquisitions to drive new revenue streams and gain competitive
advantage. These business expansion strategies often create
Industry multiple challenges associated with the integration of distinct
Insurance
business units and their IT infrastructures.

Our client had a diverse and disparate portfolio of IT systems

Offering
resulting from numerous acquisitions. To support its growth plans,
Consulting
the client needed to transform its complex IT ecosystem into an
integrated and coherent unit. TCS leveraged its industry expertise
and consulting know-how to help the organization consolidate and
optimize its IT infrastructure, thus supporting its business expansion
objectives with better global asset management and strategic
flexibility.
CLIENT EXPERIENCE

The company is one of the largest TCS Solution

insurance groups in the world. It is a TCS conducted numerous discussions with business
leading provider of life and pensions and IT stakeholders to get a clear picture of the existing

products in Europe and has substantial IT and business challenges. TCS performed a thorough
industry benchmark analysis followed by an ‘As-is’
businesses worldwide.
assessment of current technology environment and
business processes.
Business Situation
TCS then defined a ‘To-be’ target state architecture in
Over the years, the group had grown both organically
alignment with the client’s vision of a consolidated
and through carefully selected acquisitions. For its
global group. Proprietary IT strategy tools and
future growth, our client developed a vision of
methodologies such as IMPACT™ (Integrated
creating a single global business entity to reach its full
Methodology for developing Process-oriented
potential. In line with this vision, the group’s strategic
Architecture using Component Technology), were used
imperatives included greater operational efficiency,
to create a dynamic, and agile IT framework that could
enhanced customer focus and reduced IT budgets.
respond quickly to business needs. One of the key
From the new strategy, the group expected savings of
focus areas was reduction of IT costs related to
more than USD 600 million, as well as 12.5% ‘Return
operations, support and system maintenance.
on Capital Employed’ by the end of 2010.
The target ‘to-be’ state incorporated service enabled
The existing IT environment did not have the
solutions to transform IT into a more customer centric
capabilities to support the company's new business
function. Rule based engines were suggested to
objectives. The group’s multipronged business
automate core business processes, reduce manual
growth had given rise to various business units
interference and consequently improve IT
running on heterogeneous IT systems that were
effectiveness.
operating in silos. Multiple monolithic systems led to
Along with a ‘gap analysis’ to understand how the
redundant functionalities. Also, reliance on manual
company could move to the desired future state, TCS
processes resulted in performance inconsistencies
provided the client with a 12-month and 3-year long
and lack of synergy between business units.
term IT strategy roadmaps. These roadmaps were
Therefore, the company needed a scalable and
designed to fulfill the strategic IT objectives of the
flexible IT framework that could integrate its
group and were aligned to its business vision.
composite IT portfolio, bringing together its relatively
TCS delivered an implementation proposal detailing
independent business units, while keeping IT budgets
common strategic initiatives to be pursued across the
under control. The synergy was set to achieve greater
different business units. These initiatives were
efficiency and operating adaptability for the group’s
prioritized based on IT needs, external market views
changing business requirements. In addition,
and the level of IT maturity required to reach the new
improving customer retention through enhanced
customer experience was imperative.
CLIENT EXPERIENCE

strategic initiatives. The impact of these initiatives on Benefits

the current business model and the benefits of
TCS’s detailed analysis and recommendations
implementing them were also documented.
delivered the following benefits: –
Select initiatives included:
- Greater synergies among geographically
- Use of collaboration tools for knowledge sharing distributed businesses
between call centers and back office operations
- Minimal dependence on manual processes
- Document Management and Business leading to greater process efficiencies
Intelligence tools to eliminate human
- Increased IT asset utilization resulting in reduced
intervention, supplemented by secure and
IT costs and improved operational efficiencies
federated data mining
- Improved collaboration and information sharing
- Use of web services for integration with
across business units, leading to greater
third party systems
organizational alignment with the strategic
- Enhanced customer experience through self objectives
service portal and mobile devices
- Enhanced customer experience and transformation
Through effective change management processes, to a customer centric organization
TCS successfully gained buy-in for the target
- Improved decision making with more discipline
architecture from a large pool of stakeholders.
in managing data and effective reporting
Involving the head of each business unit in the larger
planning process, and continuous communication
with other stakeholders helped win consensus on
critical decisions. The resulting IT strategy document
was extremely well-received.
CLIENT EXPERIENCE
About TCS’ Global Consulting
Practice
TCS’ global consulting practice is a key
component in how TCS delivers
additional value to client business
requirements. Using our industry
insight, domain and technology
expertise, we partner with enterprises
worldwide to deliver integrated
end-to-end IT enabled
business transformation services.
By tapping our worldwide pool of
resources – onsite, offshore
and nearshore – our high caliber
consultants leverage solution
accelerators, international experience
and understanding of local
market demands to effectively
enable enterprises to meet their
business goals.
TCS’ consulting services include:
- Business Consulting
- IT Consulting
- Business Solutions
About Tata Consultancy Services
Tata Consultancy Services is an IT services,
business solutions and outsourcing organization
that delivers real results to global businesses,
ensuring a level of certainty no other firm can
match. TCS offers a consulting-led, integrated
portfolio of IT and IT-enabled services delivered
through its unique Global Network Delivery
ModelTM recognized as the benchmark of
excellence in software development.
A part of the Tata Group, India's largest industrial
conglomerate, TCS has over 160,000 of the world's
best trained IT consultants in 42 countries. The
company generated consolidated revenues of US
$6.3 billion for fiscal year ended 31 March 2010
and is listed on the National Stock Exchange and
Bombay Stock Exchange in India. For more
information, visit us at www.tcs.com
Contact
For more information about TCS' consulting
services, contact global.consulting@tcs.com or
visit www.tcs.com/consulting.
TCS Design Services I 0710
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