Summary

A leading global insurance firm aimed to increase market outreach and customer penetration by digitizing its sales process and launching a mobile "Health" app. AceNet managed the end-to-end program, introducing new governance and operational processes for development, release, and support. The resulting app—featuring telemedicine, AI-driven health assessments, and customized campaigns—was successfully rolled out across 18 countries in Southeast Asia and Africa, driving both customer engagement and revenue generation.

Challenge

The insurance firm, serving both corporate and retail segments, needed to increase its market outreach and customer penetration. However, they lacked a fully digitized sales process and a direct-to-consumer mobile platform to effectively engage their policyholders and streamline operations.

Objective

Digitize the entire sales process and introduce a robust mobile "Health" app to enhance the customer experience, increase market outreach, and improve operational efficiency across multiple international markets.

Solution

Define clear program objectives and a structured roll-out approach. Deploy senior program and production managers to oversee end-to-end planning, development, production releases, and maintenance. Introduce and implement new, standardized processes for program management, production releases, and support functions to handle a massive multi-region launch.

Execution

• Collaborated closely with the client to define program objectives and architect a roll-out approach for 18 different countries.
• Engaged senior program and production managers for end-to-end oversight.
• Managed the entire lifecycle: program planning, development, production releases, and ongoing maintenance.
• Introduced new internal processes surrounding program management, production releases, and support functions to ensure scalability.

Results

• Successfully managed the overarching digital transformation program and product portfolio.
• Launched customized products and related campaigns through the platform to drive revenue generation.
• Delivered high-value customer engagement features, including a health community, direct doctor communication, telemedicine integrations, and AI-built self-health assessments.
• Successfully rolled out the mobile Health app in 18 countries across Southeast Asia and the African continent.

Key Takeaways

1. Process Innovation is Required for Global Scale: Introducing structured processes around program management and production releases was the catalyst for successfully rolling out the application across 18 diverse international markets.
2. Feature-Rich Ecosystems Drive Engagement: Integrating a health community, telemedicine, and AI self-assessments transitions a digital product from a simple sales tool to a comprehensive, daily-use customer engagement platform.
3. Digitization Enables Customization: Digitizing the sales process allowed the firm to launch customized products and targeted campaigns, directly supporting new revenue generation.
4. Expert Program Management is Non-Negotiable: Deploying senior program and production managers ensured tight, end-to-end control from initial planning through to post-release maintenance.

Tech Stack

This project was delivered as a service under platform architecture

Business/Solution Architectures