In this interview at The ServiceNow Knowledge 25, Tom Smith consists of dan Stanovich, RGM, Americas Insurance, Life BPS, DXC technology to tell how DXC technology uses the AI-powered platform of ServiceNow to optimize the life insurance processes, to reduce costs and improve customer experiences.
Highlights
Introduction and overview of DXC technology (00:24)
Stanovich explains that DXC Technology is a large company for technology services, and the department area for insurance software and BPS is one of the largest software and BPS service providers for insurers worldwide. The ServiceNow Partnership focuses on the insurance department and makes DXC one of the largest software and BPS service providers for insurance companies worldwide.
Partnership with service and first steps (01:18)
DXC rated various workflow technologies and ultimately selected ServiceNow due to its superior technology and its single instance view. The partnership was based on mutual values, trust and potential for AI and automation functions. The aim was to simplify the environment and use the AI skills of ServiceNow that DXC could not match itself.
Value dismissal services and transformation (03:03)
Stanovich explains the combination of DXCS industry knowledge and service technology. DXC brings the insurance industry with IP, the understanding of customer processes and products, while ServiceNow offers a powerful technology platform. The partnership aims to change the life insurance industry by simplifying and modernizing legacy systems.
Acceptance of AI and organizational change (04:48)
Stanovich is of the opinion that the insurance industry is more than ever taken over. DXC is already implementing the new solution in its BPS business to demonstrate its effectiveness and credibility. The implementation shows AI and process simplification advantages and encourages other companies to follow the example.
Possibilities for agents -KI and productivity gains (06:19)
Stanovich explains the current inefficiencies based on different technologies. The DXC team spends a lot of time to manage different systems, which leads to errors and poor quality. The new solution aims to simplify and automate processes, increase productivity and enable DXC to take over more companies. The aim is to do more with fewer people and to offer both customers and employees a better experience.
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Marketing strategies and customer loyalty (08:17)
Stanovich describes two marketing strategies: Outsourcing services on DXC for end-to-end control or sale insure BPM as a SAAS solution. The SaaS solution offers prefabricated workflows and integrated knowledge from the experience of DXC with 30 other customers. The implementation time for the SaaS solution is estimated for weeks to months and offers immediate productivity advantages. The approach aims to compensate for the willingness of the customer, to adopt new technologies instead of capturing existing systems.
Coping with organizational challenges (09:13)
Stanovich proposes outsourcing skills to DXC as a solution for coping with cultural and organizational challenges in the introduction of new technologies. Outsourcing breaks the cycle of organizational problems and enables DXC to improve processes and productivity.
Simplification of complexity in life insurance (10:20)
Stanovich explains the challenge of dealing with several political management systems in the life insurance industry. The approach is to repair the top level and simplify the interactions, with the BPM being insured to connect to existing systems. This strategy enables immediate improvements in relation to experience, cost savings and quality and at the same time the underlying system problems.
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