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The business challenge
In a fiercely competitive insurance market, as well as cutting costs, AXA wanted to make significant increases in performance and productivity in order to enhance customer service.
The solution
AXA awarded a five-year outsourcing contract to Xansa to support the entire UK portfolio of AXA Sun Life and Pension systems. Xansa now is responsible for the unit's 800 applications, and has introduced best practice development lifecycle processes. Xansa also supports and maintains AXA Sun Life's business-to-business capabilities for in-force contract enquiries made directly by Independent Financial Advisers.
To support the AXA mainframe and other business applications, 430 AXA IT staff transferred to Xansa in the UK and work alongside Xansa teams in India. Together, they support applications covering the full range of business processes, including finance, marketing, human resources and management information services.
The benefits
Productivity has doubled in the second year of the partnership. More than 2,000 AXA Sun Life employees will benefit from performance and productivity enhancements leading to improved customer service for the holders of some two million policies.
"We have gained flexibility and reduced our costs by working with the Xansa team on the support and enhancement of some 800 applications. Productivity has doubled. The bottom line for us is that we're in closer touch with our customers."
Dennis Holt, Group Chief Executive, AXA UK plc