The client, a leading property and casualty insurance provider in the Midwest has more than 65,000 employees and 18,000 agents in North America. With coverage across the U.S. and Canada, the client offers private automobile insurance, home insurance and—through partnerships—life as well as non-medical health insurance. TEKsystems has partnered with the client for over 13 years.
Cisco Unified Communications Manager (CUCM), Cisco Unified Contact Center Enterprise (UCCE), Cisco Intelligent Contact Management (ICM) software, Cisco Unified Customer Voice Portal (CVP), Call Flow Analysis and Architecture for Incident/Problem and Queue Management
Over the past several years our client has been undergoing a massive transformation of their communications and network infrastructure. The initiative is focused on delivering a best in class Unified Communications (UC) infrastructure to allow our client to compete more effectively in an ever-changing and evolving marketplace. This business and technology transformation aims to drive an increase in revenue, customer loyalty and ultimately market share gains.
As the marketplace for traditional providers of property and casualty insurers continues to evolve, there are increasing competitive pressures requiring traditional providers to transform their business model. The primary competitive pressure is coming from companies that operate within a direct business-to-consumer model, which leverages Web and call center technology as the primary channels of their sales strategy. In addition to the competitive pressure for transformation from outside the organization, the customer is facing challenges with a lack of overall investment returns due to market volatility. The customer viewed an investment in collaborative technologies as an opportunity to streamline operational costs and increase their efficiency in acquiring new customer revenue. A baseline component of this internal investment strategy was a UC solution. The customer embarked on the largest single Cisco UC initiative in any industry to design, build and deploy a state-of-the-art communications infrastructure.
At the inception of the initiative the client selected two primary strategic partners to assist in the company’s technology transformation: a large consulting company to serve as the primary business process partner, and an industry leading original equipment manufacturer (OEM) as their primary technology partner. Both of these organizations were leveraged for project-based resource needs and services during the inception of this transformation. During the early phases of this engagement the client made a strategic decision to significantly increase the pace of this project in order to realize tangible results sooner than originally planned. As the pace of the project increased the two strategic vendors had trouble scaling and keeping up with the demand of resource needs. As a result, project timelines were being missed and key project milestones were in jeopardy. The client needed to quickly identity a solution which would allow them to get the project back on track and continue increasing the pace of delivering the solution.
Leveraging its 13 year partnership with the client and significant marketplace expertise, TEKsystems engaged in collaborative efforts with key members of the executive leadership team of the client’s UC effort. The imbalance in supply and demand of highly skilled UC resources was a primary element impacting the pace of the project. TEKsystems leveraged its unique understanding of the IT labor market
and specific understanding of the UC marketplace
to assist the client in addressing significant challenges in attracting the highly skilled talent required to make this transformation a reality. Through our partnership the client has engaged TEKsystems in many aspects and several different service and engagement models to assist in making their UC initiative a reality.
Services Provided Include:
- Over 100 highly skilled UC consultants in a wide variety of technical, functional and business skills to support the following customer tracks of work:
- Strategic design and engineering
- Organizational change
- Project management
- Business redesign
- UC testing
- UC scripting
- Fully managed and outsourced technical support desk providing 25 Cisco UC consultants supporting UC installation technicians at remote locations
- Fully managed and deliverable based project team of 30 UC business analysts and call center design engineers to scope technical aspects of existing call center environment in preparation for Cisco UC migration
- Customized instructor-led training (ILT) solution to train all 18,000 field agents on features and functionality for the customer’s new Cisco UC telephony platform
TEKsystems leveraged its strong and deep existing relationship with the customer and provided an alternative option to deliver the highly skilled UC resources and services needed to continue to drive the project forward. The customer’s utilization of TEKsystems afforded a nearly 50 percent reduction in the cost of acquiring the resources required for this engagement, along with a substantial increase in overall talent engaged in the program.