Insurers are facing changing customer needs, the adoption of advanced technologies and new market entrants such as InsurTechs, all of which demand a strong response.
Furthermore, digital customer journeys that replace face-to-face sales, innovative products such as hourly insurance that replace conventional time based insurance, and ecosystem supplied products that mirror their own products are changing the way customers interact with a insurers’ existing products and services. In addition, the ability to change and evolve is further complicated by siloed legacy application landscapes that make it difficult to adapt existing business processes to these new customer demands.
This is why insurers need an experienced partner, like Zühlke, that offers a full array of services – from strategic consulting to service design and product delivery.
Together, we can help turn your product portfolio into the types of services that digital native customers demand.
Strengthening Your Digital Customer Relationship
In insurance, the customer experience is highly transactional and limited to a few, mostly negative touch points. This results in a fundamental lack of trust. Another challenge is rising demand for self-service options which add to the pressure on insurers to digitalise the customer journey. To retain customers, it’s not enough for digital touch points to match non-digital equivalents – insurers need to add value as well.
With our impressive record of customer-centric end-to-end development, Zühlke improves the delivery of your digital products and services with solutions that we customise fully to your customers’ needs.
By automating structured interactions such as claims processing, we enhance customer access to your digital services. And by personalising digital customer interactions through artificial intelligence and machine learning, we raise the quality of those valuable touch points.
Mastering Digital Product and Service Innovation
Changing customer needs, market trends and competition from InsurTechs are forcing insurers to innovate, but they are held back by a lack of customer insights, tech know-how, speed and scalability. Another obstacle is the tendency for innovative products to cannibalise the core business, forcing insurers to completely rethink their business model.
Zühlke has the customer insight and technical know-how to overcome these challenges, helping you reduce costs and improve your capacity to innovate. You can tackle usage based, peer-to-peer or IoT enabled insurance projects with confidence by leveraging our experience in product and service innovation, and our technological expertise. Our services range from strategic consulting to outside-in experience design and product delivery.
The ultimate goal: To make you the go-to service partner for your customers – for decades to come.
Leveraging Automation for Digital Process Innovation
Before insurers can leverage self-service functions and business process automation, they first need to address a whole range of issues. Complex and siloed systems, high OpEx and time-consuming decision-making all impact profits, leaving both employees and customers dissatisfied.
Zühlke has a strong track record in digitalising underwriting and claims processes, in enabling companies to use AI and machine learning, and in changing complex enterprise software. We enable a smooth transition to predictive modelling, automated risk mitigation, better pricing and the automation of claims handling and reporting.
In this way, we help you simplify your business processes, reduce costs and improve the overall employee and customer experience.
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Ecosystem Strategy Development and Deployment
The digitalisation of customer journeys and the continuous adoption of advanced technology are accelerating the evolution of digital ecosystems. Services with added value can grow organically, allowing insurers to profit from the expanded service network.
But all too often existing and proprietary IT systems are not designed for open networking and governance issues may hamper adoption of innovative product design. This makes an effective ecosystem strategy essential for insurers.
Zühlke offers extensive experience of developing and integrating complex, scalable data platforms and system architectures for digital ecosystems – as well as in-depth knowledge of governance, security and compliance.
Regaining Business Agility through Application Modernisation
Large, siloed applications conceal massive security and operational risks, lead to spiralling costs and make it difficult to adopt new technologies and product innovations. By developing long-term technology strategies, Zühlke helps you to reduce the cost of delivering new software functionality, to identify business opportunities, and to deliver quick results.
Whether you are replacing a current system or migrating to a cloud platform, we help your business regain its agility by transforming your application landscape, ensuring a seamless transition to your new operating model and mitigating risk.
Philipp Harrschar is Director Business Development and Partner of the Zühlke Group. He has been with Zühlke since 2011 and advises and assists clients in digitisation projects both in the insurance industry and across industries. His focus is on cross-sector innovation patterns and the use of key technologies.
Based in Hong Kong for over 7 years, Polina Milashevskaya has worked across different sectors and founded her own successful startup. With her cross-industry work experience, she works closely with clients to drive business development for Zühlke in Hong Kong. Polina believes that innovation paves the way for a better world and contributes with passion to the success of customers on their digitalisation journeys. She holds a Bachelor’s Degree in International Management, with an MBA degree from CUHK specialising in China Business.
Kiky Shannon is passionate about developing trusting relationships with customers and partners, accomplished through innovative problem-solving. In the last 20 years, he has gained extensive experience and valuable insights through various roles, from Software Engineer to Integration Manager and Solution Sales. At Zühlke, his focus is now on driving business development for the Singapore market. As a learning enthusiast, he is mindfully keeping a balance between building business and being an engineer at heart.
Brewster Barclay has a long history developing and selling innovative software and hardware solutions in the electronics and Internet industries, including running a start-up for 6 years. He is dedicated to helping customers create innovative solutions in healthcare and has shown this outside of his Zühlke responsibilities in his frequent mentoring of e-health and medtech startups.
For more than 20 years Lukas Urech has been helping companies implement digitalisation projects. He joined Zühlke in August 2016 and is responsible for the insurance business as Director Business Development. Lukas holds a MASt in General Management from ETH Zurich and specialises in solution-orientated business development. Creating value for customers is his number one priority.