Case Study: a global financial services firm achieves higher customer satisfaction and retention with Capgemini Invent

Executing a top-of-house PMO roadmap for a Global Financial Services firm

Capgemini Invent worked with a large property and casualty insurance carrier that faced a challenge with its claims process. While their legacy systems handled transactions efficiently, they failed to use claims as an opportunity to improve customer satisfaction and retention, viewing it instead as a mere cost center. The customer's goal was to reinvent claims into a key differentiator that would exceed client expectations.

The solution involved applying a business-oriented Enterprise Architecture methodology to assess the value chain and identify weaknesses. Capgemini Invent developed a new claims strategy and architecture focused on the customer experience. As a direct result of this new approach, the customer achieved a measurable increase in both customer satisfaction and policy retention rates.