The upgraded communication infrastructure allowed for the broadening of e-channel services to enable 24x7 payment channels, one-stop service centres, seamless claims processing and faster responses to queries and complaints using web-based technology.
"Our younger customers, in particular, prefer to use e-channels. However, there are still large portions of our customers who prefer the human touches which come with a more traditional approach," noted Cheng. "So, there is a need for us to strike a balance between the electronic and traditional services we offer."
How it was done
The move from legacy to new infrastructure took place in April 2016 and was completed within an eight-week period. The uplift exercise included server, storage, network and IT security upgrades at Tokio Marine Insurans (Malaysia) Berhad's Kuala Lumpur head office, and this will be expanded to its branches across Malaysia in the near future.
"Our biggest challenge was to complete these changes, which are at the heart of our operations, with minimum disruption to the business and without any downtime," said Tokio Marine Insurans (Malaysia) Berhad Head of IT Service and Business Operation, Aaron Ooi.
He added, "It was a bold approach in wanting the changes completed within eight weeks. It was business-as-usual as far as our operations were concerned, but we were aware that one minute of downtime could have affected up to 1,000 deals. There would have been reputational risk repercussions had things not been properly carried out. This huge success is a good head start for the next phase of the transformation."
The aggressive timeline meant that Tokio Marine Insurans (Malaysia) Berhad and its project management partner Bridgenet ended up doing the majority of the physical work overnight. "We were able to tap on Bridgenet's experience in carrying out such projects," said Ooi.
As part of the revamp, Tokio Marine Insurans (Malaysia) Berhad engaged Bridgenet to service its IT infrastructure. "Bridgenet provides Tokio Marine with a single point-of-contact for their technology needs," said Bridgenet Chief Sales Officer, Keane Leong. "As their business partner, we work closely on designing their IT roadmap and advising them on the trends and technology which will most likely suit their objectives."
Ooi pointed out that such partnership could only work if there was trust. "Bridgenet has proven their commitment to our business with their quick responses. Dell, which provides our desktops, showed similar reliability. When we faced hiccups during the initial deployment, it was promptly resolved," he said. "We trust them to be readily available when we need them."
Tokio Marine Insurans (Malaysia) Berhad's transformation has seen it change up to 90% of its equipment. Storage capacity has been vastly increased, its data centre footprint reduced, system productivity is being improved and security upgraded. It has opened up more customer-interaction options which are crucial in a mobile world, and enabled more efficient processing.
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