#GuidewireConnections: Lessons learned from a cloud-first insurer

Hyland had the pleasure of hosting MetLife for a CommunityLIVE session in September. It was so good, I couldn’t turn down the chance to see it again at #GuidewireConnections this week. Jason Camhi, director of global operations at MetLife, outlined the insurer’s approach to the first cloud-to-cloud-to-cloud implementation strategy between Guidewire InsuranceSuite, OnBase by Hyland and Smart Communication’s CCM solution.

If you weren’t able to make the session, you missed a dynamic presentation. Don’t worry! I captured some of the highpoints and lessons learned. It will be like you were in the audience.

Many insurers are in a situation similar to where MetLife found itself some time ago, ready to take the necessary steps to transform operations. MetLife went all in, replacing its legacy systems with innovative insurance technology, consolidating overlapping functionality to stop software sprawl and continuing its goal of putting customer experience at the forefront of every process.

In doing so, they learned the following lessons:

4 lessons learned from MetLife’s digital transformation strategy

1. Focus on minimal viable product.

Figure out what the organization needs to do business on day one. What are the key capabilities needed to do business, nothing extra? Place your efforts there. Once those core capabilities are in place, expand the technology.

2. Work within a rapid change environment.

The speed at which things change and will need to be rethought or updated can be insane, but it is needed for larger innovative implementations. A lot can change from the initial strategy you lay out at an implementation process’s beginning. Welcome that change and be ready to figure out other options throughout the implementation.

3. Embrace a culture of change and iteration.

Communicate from the beginning the reasons you are implementing change to make sure all stakeholders understand the reasons behind digitization and modernization goals. MetLife was lucky it had senior-level sponsorship throughout the process to educate and update employees along the way.

4. Make clear and constant communication a priority.

Keep stakeholders updated about progress, goals and vision by embracing full transparency throughout the process. This will ensure you’re all working toward a specific vision.

Above all, Camhi stressed the need for transparent communication, proactive and personal service and advocating for the customer to earn their trust.

While this recap isn’t nearly as captivating as Camhi’s presentation, I hope it provides interesting insights that will help shape thought around digital transformation initiatives at your organization.

What are your digital transformation goals? Stop by booth #P3 to discuss in person and hear best practices from our technology experts.

Cara McFarlane

Cara McFarlane recently joined Hyland as the global portfolio manager for its insurance vertical. In her role, she is responsible for leading the software company’s strategic marketing strategy to effectively position OnBase as a leading enterprise information platform within the insurance market. Cara oversees all marketing initiatives to plan, execute and manage Hyland’s insurance marketing tactics including lead generation, tradeshow management and development of collateral. With more than 17 years’ experience in the software industry, Cara advises organizations on best practices to digitize processes and become more efficient.

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