Finalist: Outsourced Partner of the Year
Post Digital & Insurtech Awards 2017
Post magazine’s Digital & Insurtech Awards are one of the most prestigious highlights of the digital insurance awards calendar.
This year, Ninety has been confirmed as finalist in the hotly contested Outsourced Partner of the Year category (“Best Buddy Award“).
This award is “awarded to recognise excellence in the provision of IT systems and services, the winner will be a supplier of hardware, software, analytics, data storage and/or digital services to the European insurance sector that has achieved significant business success in the past 12 – 24 months, and can demonstrate high levels of customer satisfaction and business benefits from the users of its offerings. The size of organisation is immaterial.”
Our fellow shortlisted finalists are Audatex with Covea, ISO, KASKO, SchemeServe, and Trak Global with MORE TH>N (a few old friends in there!). We’re pleased for them, and look forward to meeting them on the night.
Winners announced 17th November 2017.
Why we think we should win
Established insurers have big ambitions, but face obstacles of legacy in implementing that change. Our “Change Different” approach is unique in the sector, and helps large insurers behave like startups.
We bring them a model for test & learn & scale. We help them get their customers co-designing systems. And we embed Agile collaboration techniques and toolsets.
Our multi-award-winning methodology has revolutionised delivery, innovation & customer outcomes for brands like Zurich, Allianz and AXA.
Underlying all this is our social DNA: 90% of the profit we make from supporting large insurers goes to poverty-solving charity activities in the third world. In 2017, we are shortlisted for the UK Social Enterprise of the Year award.
Where we commonly help our clients
Our clients commonly come to us with two strategic goals:
- A need to deliver a particular solution or outcome, often in the face of tight budgets and demanding timescales.
- A desire to change their culture, to act more nimbly, and to get closer to their customers.
…we generally adopt a “Trojan horse” approach: using a tangible project or programme as a best-practice model of startup best practices, and then drawing the wider organisation into replicating the model on other projects. We have seen this work with significant and powerful results for companies like Zurich UK.
Examples of specific goals that we have helped with:
- Launch of a new SME Commercial Combined product to market within 3 months – for Zurich
- Pilot of an omnichannel CRM platform, covering live chat, SMS, social media, email, web and more, in just 2 weeks – for Allianz
- Introduction of a crowd-sourced innovation programme to bring the power of the whole workforce to bear on business challenges – for Co-op Insurance
- Development of best-practice customer experience and customer journey management – for Guidewire
- Coaching of technology teams in Agile ways of working, and gradual handover to internal teams to run projects in customer-centric, Agile ways – for Zurich UK
Sometimes, clients such as the Co-operative Insurance or Zurich UK, also have strong commitments to corporate & social responsibility, and look to us to be part of helping them procure with strong social impact (see Social Enterprise UK’s first year report on their Buy Social Corporate Challenge, which features the Zurich / Ninety partnership).
How we meet our clients’ goals
We meet all goals using our “Change Different” methodology:
- Test & learn & scale: we embed a “start small”, “learn quickly”, and “fail fast” model. This rotates around our 123 Framework: 1-day MVPs to filter out the best ideas; 2-week MVPs to bring them to life; and 3-month pilots to test them in market. Real example: we launched a full SME commercial combined product to market in just 56 working days using the 123 Framework.
- Customer co-design: we bring customers into the heart of the design process. Our 1-day and 2-week MVPs always have real customers working in the war room with our clients. We run ‘pulse’ surveys out to 100+ customers to get responses within 15 minutes of hypotheses being raised, and test our designs iteratively with users, whether they be end customers, business insurance managers, or brokers. Real example: we ditched an assumed ambition to launch web chat on an insurance portal when the users told us they wouldn’t use it.
- Agile collaboration: we give our clients a full digital collaboration toolset, allowing them to work (often for the first time) across multiple locations and geographies, with full traceability and accountability. We extend that efficiency-gain with the power of full Scrum Agile methodologies, training, coaching and Scrum Mastering the combined cross-functional teams, and gradually handing over key Scrum roles to our clients. Real example: we’ve been in positions, after just one sprint, to make a first sale of a brand new product.
The results speak for themselves
Some examples of the results of projects in the last 18-24 months:
- Post Office Financial Services: 400% uplift in conversion through online financial product application processes.
- Zurich UK: 56 working days, from a standing start, to launch a full SME commercial combined proposition, complete with powerful broker experience portal, online MTAs, e-documentation, and web chat.
- Top 3 global insurer: ambition to launch a new standalone golf insurance product failed-fast at a 1-day MVP.
Perhaps one of the stories that we love most, though, is one of the most human ones, from the award-winning social housing Internet of Things project we ran for Zurich. IoT sensors at one of our elderly pilot residents’ homes started reporting low temperatures / high moisture. The data told of an elderly resident not keeping their home warm enough in the winter, suffering from condensation issues. We intervened, fitting extra insulation, improving the central heating system, and giving her advice on maintaining a healthy home environment. Nothing beats helping people.
Speaking of which, the final result and outcome of our projects is our social impact. As a social enterprise, we give 90% of all of our profits to charity. And so the numbers below are the direct outcome of our digital transformation work with insurers up to the end of 2016 (2017 numbers to come in early 2018):
- 39,688 textbooks to young people in Africa
- 21,736 people in rural Kenya given a year’s clean water
- 1,366 micro-entrepreneurs in Third World economies lent startup capital
- 5.4m UK companies’ social contributions influenced by thinktank research
What our clients have had to say about Ninety
“Ninety brought us an outside-in approach to our digitalisation planning. They put the customer and their needs at the heart of strategy, and encouraged us to take small steps, testing and learning as we went. Incredibly, this helped us deliver a pilot omnichannel contact operation in a mere 2-week design sprint.”
Allianz, Customer Service Director
“The Ninety team helped us embed a digital transformation process that was Agile, iterative, customer-centric, creative and collaborative. We have achieved so much, so quickly, with their help.”
Zurich, Chief Digital Officer
“Ninety worked with the Post Office to bring a new, customer-centric and Agile approach to our digital trading platforms. With 400% conversion uplift on one of our financial products, their approach worked wonders.”
Post Office Financial Services, Chief Marketing Officer
“56 working days to take a new sophisticated proposition to market is a phenomenal achievement. With any other approach, it would have taken 3 or 4 times as long, and we’d probably still be working on it.”
Zurich, Head of Small Business Insurance
“Ninety’s second-to-none expertise in insurance accelerated AXA Group’s lead management strategic framework and multi-market operational guidance on digital-originated business.”
AXA, Regional Digital Director
“Ninety have brought an agility and appetite to change in our business, and they have helped us embed that as a culture in parts of our organisation. The result has been bigger changes, more quickly than we would normally achieve, often exceeding our expectations and within our cost expectations as well.”
Co-operative Insurance, Director