RSA Transforms
Back-Office Productivity
and Effectiveness

Customer
Success Story

Opportunity

RegionUnited KingdomSolutions

Verint®
Operations Manager™*

Industry
InsuranceResults• 40% reduction
in backlogs.
• 20% increasein effectiveness.
• 20% lift in capacity.

RSA is one of the world’s longest established general insurers, providing peace of mind
to individuals and protecting small businesses and large corporations from uncertainty.
The company has net written premiums of £6.5 billion (2018) and leadership positions in
Scandinavia, Canada, and the U.K.
The organization is on a transformation journey, with an ambition to deliver “best-in-class”
performance in all markets it serves. RSA’s Commercial Risk Solutions (CRS) division has morethan 1,000 insurance brokers and services new business, renewals, and mid-term adjustmentson behalf of 12,000 customers.
Process complexity was overtaking the business. In turn, CRS was absorbing unnecessary
cost and finding it increasingly difficult to cope with peaks and valleys in customer demand.
As a result, CRS needed a new way of working.
“We had no real sense of what people in the back office were capable of achieving,” explains
Tracy Johnson, business change and transformation manager at RSA. “We needed transparency
into our processes and FTE productivity. This added visibility would provide a base level ofoperational control, which we could use to drive continuous improvement for our brokers andother teams.”

Solution
When RSA engaged with Verint, everything changed. The insurance giant deployed Verint
Operations Manager to gain end-to-end visibility into its complex, multichannel transactions
and processes — enabling the company to manage them more effectively. The solution includes:• M ultichannel transaction capture and visibility of all CRS resources;• S ingle view of CRS work, people, and processes;• C apacity planning to match workloads with available resources;• Work prioritization and allocation, ensuring the right people at the right time with the right skill;• E nd-to-end process service management;• Q uality assurance and compliance monitoring;• R eal-time performance dashboards, scorecards, and analytics; and• B usiness consulting to transform the organization’s way of working.
During a 20-week transformation journey, the Verint professional services team developed anagile and adaptive solution to help streamline and automate many of RSA’s existing processes.
* Solution formerly known as Work Manager.

“We gained complete insight into process inefficiencies, true
volumes, skills, capacity, and demand by the second. We use thisunrivalled insight to improve performance and more effectively
plan and balance workloads. For the first time, the leadershipteam felt empowered.”– Rebecca Henry, Operations Director, RSA

The solution empowered RSA leadership with the actionable
intelligence and business practices they needed to drive
operational excellence.
“We gained complete insight into process inefficiencies,true volumes, skills, capacity, and demand by the second,”
explains Rebecca Henry, operations director at RSA. “Weuse this unrivalled insight to improve performance and more
effectively plan and balance workloads. For the first time,
the leadership team felt empowered.”
The employee experience changed too. Individuals andteams have clarity over expectations and goals, betterday-to-day control, and more confidence.
“The commitment and collaboration of the entire Verint teamwas exceptional,” Henry continues. “They understood ourbusiness, our goals, and the challenges we were up against.
Working with us, they unlocked the potential around what
data could do and how we could get our entire workforce
to operate differently.”
The 20-week journey began with an open discussion
between Verint and RSA leaders to explore the organization’s
vision and risk. Subsequent interview workshops identified
eight defined areas for the customer journey, its complexity,
and the volume of processes. Post go-live, RSA staff clearly
understood their workloads, the number of items thatneeded to be processed, service standard achievement,and much more.

Benefits

Key achievements since going live with the Verint software
include:• 40 percent reduction in backlogs.
• 20 percent increase in effectiveness.
• 20 percent lift in capacity on average was delivered
through process improvements.
• Opportunity for an additional 29 percent capacity
gain identified through sustainability and continuous
improvement plans.
• Eliminated existing 70 hours of typical backlog within
six weeks.
• Comprehensive visibility into all processes and processing
times across CRS to further drive continuous improvement.
“Verint is a very forward-thinking organization,” Johnson
concludes. “We trusted the company to take us on a journey
to transformation, and the partnership is delivering at every
step. Verint opened up a world of exciting possibilities forRSA, helping us maximize our capacity to meet service goals
and plan effectively.”“It was as though someone had finally switched the lighton,” says Johnson. “We were able to talk through metrics
we never saw before. Verint was instrumental in this success.
I was really impressed by their product and how they
partnered with our organization. They talk about the RSA
business as if they are employees.”

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