Old Mutual Customer Experience Transformation Case Study

This case study details Old Mutual's business transformation initiative aimed at enhancing customer experience through process automation. The document outlines the challenges faced by Old Mutual, including disconnected systems that hindered staff from providing a holistic view of customer profiles. To address these issues, Old Mutual implemented Bizagi as a central portal, enabling a 360-degree view of customer portfolios and significantly reducing branch wait times. The case study describes the deployment of Bizagi in three phases, starting with in-branch orchestration, followed by digital process automation, and finally cloud migration. Results highlighted include a ninefold reduction in branch queues, a 15% increase in Net Promoter Score (NPS), and a 30% uplift in sales. The integration of multiple systems through Bizagi has allowed for improved customer service, faster onboarding times, and enhanced operational efficiency. The document emphasizes the importance of providing a consistent customer experience across various channels as part of Old Mutual's strategic objectives.