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Optimization and Re-Engineering: Process, IT Application and IT Infrastructure

Optimization and Re-Engineering: Process, IT Application and IT Infrastructure


The Client is UK's leading provider of long-term savings products with a range of innovative solutions for pensions, investments and protection. The Client pioneered the Multi-Manager investment approach in the UK for over 20 years, as well as providing access to a wide range of fund managers and their funds. Their wealth of experience has earned a reputation for excellence in approach to product design, administration and service. With 6,425 employees, the Client has a passion for providing opportunities to build a strong financial base  and  a  commitment  that  goes  beyond  money,  to  help  customers  towards  their  goal.  Due  to  increasing competition and to sustain its competitive advantage, the Client decided to make the transition towards a Service Orientated Architecture (SOA) by providing a world class IT landscape and an agile infrastructure.

Business Drivers

Three main ingredients that propelled the Client towards the engagement with HCL were:
  • Cost : Unacceptable and increasing administrative cost (GBP 30-GBP 40/policy) & High IT costs without subsequent savings produced in terms of ROI
  • Customer : Increased customer expectations; Need for scalable IT solutions to develop business and meet expectations; Sustain “5 Star” rating to have an edge over competitors and Shift focus from Product to People 
  • Compliance :  Non-standard/ inconsistent process; Multiple entities from M&A;  Know Your Customer issues; and Championship Culture – no documentation

Key Objectives

As part of an initiative to develop a world-class agile infrastructure that would make the Client more competitive and to enable and accelerate the move towards Service Oriented Architecture, the following things were required -  
  • Form a single view of total relationship with a customer
  • Prevent entry of inconsistent data into the Clients’ system and to clean existing data
  • Improve customer service procedures
  • Streamline existing processes and supporting technologies
  • Savings - 30% over deal period

HCL Solution

  • Improve the existing infrastructure by Application Development & Maintenance (ADM) and Infrastructure Management
  • Process Documentation and Reengineering
  • Data Cleansing (for achieving single-customer-view)
  • Customer Interaction Management
  • Reduce cost by 33% through Integrated Services and ROI in IT

Business Benefits

  • Rationalised from over 2000 business processes to approximately 700 business processes
  • Further rationalised and grouped 700 business processes into 42 procedures across all seven companies and six geographies
  • Maximised data integrity
  • Unique, accurate and synchronised customer data across plans
  • High performance and scalability
  • Qualitative benefits like brand enhancement, improved MI data, improved conversion rates etc.
  • Quantitative benefits like efficiency savings

Value Delivered

HCL provided long-term solutions for avoiding duplicate records being produced (which will do away cleansing of the data at a later date) – this was taken up as a separate project with involvement from IT and BPO.
  • Enhanced Data Integrity with Security - Data Integrity is one among the six fundamental components of information security and its quality is achieved by preventing  accidental or deliberate unauthorised insertion, modification or destruction of the database.
  • Data Scalability with Increased Scrutiny - Different policies can be applied to different data subsets in different locations, making the data more application-centric and isolating a user from implicit technology characteristics. Persistence becomes an attribute of all parts of the system and not just concentrated in the database. High availability or consistency of data is not compromised, as a configurable policy dictates the number of redundant memory copies to be maintained, and failure detection models built into the distribution system ensures data correctness.
  • Possibility of Data Enhancement at its Later Versions - Successful decision making, demands reliable data. The key to make the database work is to have the necessary data, to understand and analyse the prospects of the customer.  Objective of this enhancement is to provide a series of data sets that contain  completely cleaned  and  documented subsets  of the  variables/attributes from various  quantitative measures/analysis.  Hence, the newer version can hold the business at its finger tip by enhancing the future terminologies.



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