Challenge - Knowing that today’s customers expect digital access across all devices - and that brokers will consider other insurance providers if they feel unsatisfied - AXA Commercial Lines management set forth a mandate to innovate. Amanda Blanc, CEO, and Jon Mitchell, Operations Director, challenged IT Director, Ross Burns, to transform AXA’s traditional claim processing system into a digital asset that would please brokers.
Against this backdrop, Darrel Robinson, Solutions Architect at AXA Commercial Lines, came across an OutSystems whitepaper entitled, Why IT Struggles to Innovate: And How You Can Fix It. On page two, Robinson discovered a startling statistic: according to Gartner and other analysts, 80-85% of IT budgets are spent simply on maintaining existing systems—referred to as the Keeping the Lights On (KTLO) dilemma—leaving a miniscule amount of resources for innovation. Being a skeptic, Robinson doubted the veracity of this claim and he investigated AXA Commercial Lines and Personal Intermediary’s IT budget. He soon discovered that AXA spent a significant amount of its IT budget on tasks, personnel and equipment related to maintenance.
How could AXA make good on its mandate to innovate given such an inefficient allocation of money, energy and time?
With an understanding of what was at stake, the team at AXA realized it needed to radically change its IT systems. The company chose to deploy a RAD (Rapid Application Delivery) platform, and researched the leading vendors in this space. After reviewing bids from three leading RAD vendors and analyzing what each company had to offer, AXA chose OutSystems due to its:
- Robust RAD development and deployment – enabling the agile development, testing, deployment, and management of applications within a very short span of time
- Open platform with no vendor lock-in – ensuring a high-level of comfort and portability
- Strength of integration – successfully demonstrated during the Proof of Concept
- Consultative approach – avoiding the heavy sales tactics that other companies used
AXA Commercial Lines and Personal Intermediary began its digital transformation project by building a front-end portal to make claims tracking available to its brokers. The absence of an off-the-shelf solution gave AXA two options: develop a custom program, coded by hand, or take advantage of a Rapid Application Delivery (RAD) platform.
OutSystems demonstrated how the Platform met AXA’s technical requirements, as well as how quickly AXA’s new application could be deployed.
OutSystems afforded an opportunity for AXA to rapidly solve its immediate digital transformation challenges while positioning the company to further enhance its IT and claims processes going forward.
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