Partnerships and problem solving: a recipe for success

Bart Patrick, Managing Director Europe Duck Creek Technologies, speaks to David Germaine, RSA Group (RSA) UK CIO, and Wendy Williamson, Senior Director of Capgemini, about the importance of evergreen architecture and how working together is the new standard in what’s best for customers

Support, trust and choosing the right technologies; these were the three key elements for RSA Group as it set about transforming its technology division. And what a transformation it has been.

Partnering with Duck Creek and Capgemini to help develop and modernise its infrastructure and software solutions, RSA has been on a whirlwind journey over these past five years; and despite the COVID restrictions, it has raised the bar for personal lines insurance standards. Working together, they have designed an architecture that not only provides an agile and frictionless facility, but one that is up to speed with consumer expectations: self-service.

“The market is evolving,” Wendy explains. “Customers are looking for a better experience, brand comfort and tailored products. They expect insurers to provide a self-service functionality that is easy to use, but if you are constantly working around legacy technologies that are just not built to do what you are trying to do, it is never going to work. You have to have the right technologies.”

The magic formula

As Bart highlighted, customers are always the harshest critics, but you can win them over by creating a core system that responds and adapts to their changing demands. For RSA, the benefits of having such an agile system are endless, and for the first time they are now on the front foot as an organisation.

“We have the magic ingredients and the right formula of partnerships, development and software solutions to constantly move forwards,” David explains. “With Duck Creek and Capgemini, we have created an architecture that allows us to continually improve and create better experiences and journeys for our customers. This is what it is about; creating new pools of innovation – and winning in the markets you want to trade in.”

To listen to the full webcast visit https://vformation.duckcreek.com/sessions/pay-for-what-you-need-rsa-reimagines-self-serve-insurance/.