OneFamily and iPipeline Partner for Digitisation Programme
iPipeline is a pioneering global provider of innovative, integrated digital solutions for the life insurance and financial services industries in North America, in addition to the life & protection insurance pensions and saving & investment industries in the UK.
iPipeline’s vision is to protect more financial futures through innovative technology. Solutions that connect, simplify and transform processes.
When OneFamily first approached iPipeline, it sought not just a back-office system, but a complete package that would support customers and advisers from start to finish.
The mutual society found just that in the form of iPipeline’s SSG Digital, a market-leading, component-based platform that seamlessly performs all core provider processes, and more.
“SSG was perfect for OneFamily as it already contains adviser and customer portals alongside the complete back-office support system,” explains Jon Finley, Business Development Director at iPipeline.
“This allows advisers to see and manage their customers’ details and policy portfolio in real-time, providing the same access to customers themselves.”
A collaborative relationship
A major challenge facing OneFamily was that, through various mergers and acquisitions, it had accumulated 12 back-office, legacy systems.
The business knew it needed to consolidate these systems into a single, simplified platform to increase organisational simplicity and efficiency to ultimately help to expand its customer base and develop its position within the marketplace.
Clearly, upgrading its existing technology was going to play a key role for OneFamily in providing a more customer-centric view.
“OneFamily came to iPipeline with a view to form a collaborative relationship,” says Jon. “They didn’t want a typical supplier, they wanted a partner, somebody that was going to work with them.”
“This fits perfectly with the iPipeline philosophy, where everyone we work with we view as a partner, not a client. And that means we work collaboratively with them – as they evolve, we evolve with them. We see our partners as an extension of our business.”
“The positive from both sides is that everything that happens is, effectively, a joint venture. It means that when we develop our capability, we're developing it directly in line with what our clients need. We develop from the outside in.”
OneFamily enjoys enhanced accessibility
With nearly 1.6m customers, OneFamily needed to move millions of records from its multiple back-office systems onto a single platform - iPipeline’s SSG Digital.
Understandably, OneFamily wanted to be sure it was working alongside a partner that had credibility in the field of data migration and was going to future-proof the business.
This had already been demonstrated by iPipeline’s support of some of the biggest insurers in the UK marketplace and its ability to be deployed in multiple different environments.
To date, iPipeline has moved 1.2 million OneFamily customers, with plans to migrate the remaining smaller books of business over the next 12 months.
Additionally, one of the big benefits of iPipeline’s delivery is the inclusion of adviser and customer portals. For those customers who migrated to the new platform, these portals enable 24-hour access, 365 days a year.
“The ability to view and manage both personal information and policy portfolio sounds simple, but in many financial services sectors is sadly lacking. What this means is that advisers and customers can go online at any time and not just see their information but make appropriate changes where they need to.
“Simply put, this truly empowers customers of all types and makes policy management more efficient,” continues Jon.
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