Old Mutual embarked on a business transformation initiative with one aim: to put the customer first.

The first step of this was to expand its branch footprint from 70 to over 300. However, one of the key constraints of this was the reliance on highly trained and experienced branch service staff. These staff needed to understand over 500 product variations, with over 10,000 product or business rules stored across 11 systems with 1,000 different work types/processes. Training of resources took in the region of 9 months. This was a major financial barrier to expansion.

Bizagi were commissioned with the challenge – to establish a standardised front-end platform that housed all the complexity in the system as opposed to workers’ heads. The target was to have a training period of 10 days after which a recruit would be able to provide superior service to customers.

In addition, Bizagi also built in opportunities to identify sales or retention of value into the service processes. This meant that branches transformed from transactional centres to value-based relationship centres, improving experience, increasing efficiency and uplifting revenues.