Insurance company invests boldly in transformation

The need to effectively and meaningfully connect with customers through digital channels has never been greater. Insurance customers today expect “one-click,” transactional capabilities just like the ones they enjoy elsewhere in their everyday digital lives. They want to be able to access quotes, product details, personal information, and account services anytime, anywhere, and on any device. At the same time, businesses increasingly require solutions that can help them stay ahead of customers’ growing expectations and demands, allowing them to more effectively leverage their data for rapid insights and improved service.

At Worldwide Assurance for Employees of Public Agencies (WAEPA), a 78-year-old nonprofit provider of life insurance for federal civilian employees and their families, the need for change has accelerated as industry and customer expectations have changed. To increase membership, prepare for expansion opportunities, better serve existing members, and improve business operations, WAEPA needed to invest boldly in transformation, with responsive cloud technology as a central component.

From a customer-facing perspective, WAEPA’s digital transformation has resulted in improved website navigation and an integrated self-service member portal, among other enhancements. These improvements have allowed WAEPA members to transact business more effectively and efficiently while accessing a more complete picture of their WAEPA relationship and activity.

Internally, the cloud-led transformation has afforded WAEPA a streamlined and more agile IT landscape, as well as greater visibility into IT operations. It also has helped enhance the organization’s customer service operations through new functionality that includes a member message center.

On the analytics front, the Deloitte-led transformation has provided a centralized cloud data repository and dynamic business intelligence dashboards. The result: improved accessibility, accuracy, and completeness of data to support more confident decision-making—from the member-facing frontlines all the way to the boardroom. In addition to providing a “bird’s-eye view” for the highest levels of the organization, the new WAEPA environment supports business intelligence insights across marketing, customer service, finance, IT, and other business functions.