
Digital Transformation (Brokerage) – Sales, Business Operations, Customer Experience
- The challenge was convincing stakeholders to invest in a digital transformation. Their concern was that it would damage the brand, known for providing personal service, into a digital commodity where it would be forced to compete on price. By working closely with the stakeholders, I earned their support. Next, I planned and oversaw its implementation with sales, operations, customer service and IT staff.
- These were the benefits:
- Increased sales by $14M by creating a new direct channel for selling program insurance. It included a portal for quoting, ePayments, robotic process automation (RPA) and electronic distribution
- Boosted efficiency by 12% by reengineering operations, digitizing processes, implementing imaging and workflow technology, robotic process automation (RPA), electronic distribution, and application programming interfaces (APIs)
- Elevated the customer experience by implementing new portals to extend service and accept ePayments
- Digitized quote and sales processes by creating a mobility innovation lab, developing new software, and deploying “producer tablets”
- Reduced prospect defection by accelerating sales processes and decreasing the “shop around” time
- Consolidated real estate footprint due to less paper
- Enabled location-independent customer servicing (e.g., follow the sun)
- Strengthened business continuity capabilities
Digital Transformation Turnaround (Direct Insurance Company) – Sales, Business Operations, Customer Experience
- After conducting an assessment, the challenge was to present findings to stakeholders due to their culpability of the issues. I communicated carefully and empathetically, never allocating blame but instead building on their successes and presenting recommendations. This approach made everyone feel good about their accomplishments and ready to embrace change.
- After the assessment, I cultivated a shared vision, developed a digital roadmap, replanned the transformation, and oversaw its successful execution with sales, operations, customer service and IT staff.
- These were the benefits:
- Elevated the customer experience by extending sales and service to the web
- Streamlined operations, generated efficiencies of 10% and cut costs by reengineering, digitizing and automating processes, and implementing electronic delivery
- Increased sales by simplifying the purchase process by 20% and liaising with digital marketing to improve SEO
- Strengthened business continuity capabilities
Other Transformative Initiatives
- Built a high-performance IT organization from a traditional, sluggish, inward-focused department that was often late in delivery
- Transformed IT from Service Provider to Strategic Partner
- Modernized and rationalized the technology landscape across 35 acquired companies
- Created Shared Services and reduced costs by 14% by consolidating, improving staff leverage, and reengineering processes
- Led the turnaround of a troubled global operations and systems transformation.
- Led a technology transformation by replacing legacy and reporting systems, conducting selection processes, and implementing new transaction and business intelligence systems
- Conducted substantial M&A activity for a private equity-owned entity
I’m happy to share information (e.g., how I worked closely with stakeholders influencing to invest, the most significant obstacles and how I navigated them). If you’d like to discuss this, contact me by clicking the email button in the menu.