Modernizing Insurance Data & AI Platform
A leading life insurance provider in Asia, with over S$100 billion in assets under management, partnered with Sciente to modernize its data architecture and build an Enterprise Data Warehouse (EDW). The goal was to unlock the potential of AI & ML techniques to improve decision-making across business such as risk, compliance, customer engagement, marketing, and reporting.
Challenges
The client faced significant challenges in leveraging its data assets:
- Data Silos Across Legacy Systems: Business-critical data were fragmented across multiple legacy platforms, making it difficult to access, consolidate, and analyse.
- Lack of Centralized Data platform: Without a unified data platform, deriving meaningful insights or deploying scalable AI use cases was inefficient.
- Complex Integration Requirements: The transformation required harmonizing structured and unstructured data from a variety of internal and external sources while ensuring data quality and governance.
- Need for Scalable Data Infrastructure: Existing infrastructure lacked the flexibility and performance, required for real-time analytics, data science workflows.
Sciente Value/Services
Sciente played an end-to-end role in helping the client to build a robust and scalable Enterprise Data Warehouse which was AI ready:
- Enterprise Data Architecture & Solution Design: Defined the EDW architecture and integration strategy to consolidate data from multiple source systems, including legacy platforms, customer servicing tools, and third-party data providers.
- Data Engineering & Ingestion Pipelines: Designed and developed data pipelines for ingesting high-volume datasets from internal systems, social media and public data feeds, ensuring efficient transformation, validation, and enrichment.
- ETL Monitoring & Optimization: Reviewed, tested, and monitored ETL performance, delivering clean and transformed data aligned to business requirements.
- AI & Analytics Enablement: Established a unified framework for self-service analytics, predictive modelling, and reporting. This included embedding AI-ready datasets into business workflows for functions such as customer segmentation, lapse prediction, fraud detection, and personalized marketing.
- Governance & Production Deployment: Ensured alignment with the client’s data governance standards and oversaw seamless deployment of pipelines into production with minimal disruption to operations.
- Continuous Improvement: Identified process optimization opportunities and implemented best practices for scalable and maintainable data engineering workflows.
Outcome and Benefits
Through this engagement, the insurer transitioned from siloed legacy systems to a modern, centralized data platform, unlocking significant business value:
- Unified View of Data Assets: Achieved data consolidation across multiple business units, enabling holistic and accurate insights.
- AI and Predictive Capabilities: Enabled deployment of advanced analytics and AI models for enhanced customer engagement, proactive risk monitoring, and marketing ROI optimization.
- Improved Decision-Making: Empowered business users with faster, data-driven decisions through real-time dashboards and self-service analytics.
- Scalable Foundation for Innovation: Established a future-ready data architecture, capable of supporting new regulatory needs, business models, and digital initiatives.
Cross-Border Datacenter migration Strategy: Program Management Excellence
A prominent regional insurance company undertook a large-scale initiative to consolidate its distributed data centre operations and relocate them to a new country. The goal was to modernize infrastructure, streamline operations, and build a future-ready platform aligned with regulatory and business needs. Sciente was engaged as a strategic partner to lead the end-to-end program and ensure smooth execution of this cross-border migration.
Challenges
The project posed significant complexity with two major challenges:
- Cross-Country Relocation: Migrating critical infrastructure and systems to a new country while ensuring business continuity and regulatory compliance.
- Multi-Site Consolidation: Unifying operations from multiple regional data centres into a single centralized facility, which required coordinated planning, sequencing, and technical readiness.
- Additional considerations included:
- Regulatory and Compliance Sensitivities: Adhering to varying country-specific data governance and operational regulations.
- Downtime Minimization: Ensuring continuous availability of business-critical systems throughout the migration process.
- Process Harmonization: Streamlining disparate operational processes into a cohesive, optimized model for the new facility.
- Resource and Vendor Coordination: Managing internal teams and third-party providers within strict timelines.
Sciente Value/Services
Sciente partnered closely with the insurer to provide end-to-end Program and Project Management Services for the initiative:
- Program Structuring: Defined the overall program framework, breaking it into manageable projects aligned with technical, operational, and regulatory objectives.
- Detailed Migration Planning: Collaborated with internal stakeholders to design phased migration plans for regulatory-sensitive systems, ensuring risk mitigation and service continuity.
- Expert Review & Advisory: Conducted in-depth reviews of project timelines, workstreams, and vendor deliverables, optimizing the program schedule and resource allocations.
- Governance & Oversight: Managed cross-functional teams, third-party vendors, and change control processes through structured governance frameworks.
- Operational Process Enhancement: Co-led process reviews with client teams to redesign and harmonize operational workflows for the new data centre environment.
- Compliance Alignment: Provided advisory and execution support to ensure full adherence to data residency, security, and operational regulations across jurisdictions.
Outcome and Benefits
Sciente’s leadership and execution support enabled the client to successfully complete the initiative:
- Unified Data Operations: Consolidated regional data centres into a single, optimized facility.
- Seamless Cross-Border Migration: Executed the physical relocation and go-live with zero critical disruptions and adherence to compliance requirements.
- Operational Readiness: Delivered a fully operational data centre with enhanced processes and improved system availability.
- Scalable Future State: Positioned the client to scale technology operations efficiently, supporting future digital transformation goals.
The new state-of-the-art regional data center, delivered through structured program governance, positioned the organization for scalable future growth.
Digital Launch for Global Insurer
A leading global insurer with strong presence across Europe, North America, and Asia, set its sights on strategic growth in the Asian market. With an initial focus on Singapore, the insurer launched its general insurance operations using a B2C digital model. Sciente was engaged as a trusted technology partner to accelerate the development and deployment of its online insurance platform and support its regional market expansion.
Challenges
To compete effectively in a highly competitive digital insurance market, the client needed to:
- Launch a Direct B2C Platform Quickly: Deliver a digital-first platform capable of supporting multiple insurance products within aggressive go-to-market timelines.
- Ensure Robust System Integration: Seamlessly connect the front-end with core insurance and policy administration systems for real-time processing and accurate customer servicing.
- Deliver a Superior User Experience: Create a digital experience that is intuitive, consistent, and scalable to support future product additions (e.g., home, travel).
- Enable Operational Efficiency: Reduce back-office complexity and enable straight-through processing to minimize manual interventions.
Sciente Value/Services
Sciente partnered with the client to provide focused implementation services that directly supported their business expansion goals. Key contributions included:
- Application Development: Designed and developed core modules of the digital insurance platform, enabling rapid rollout of general insurance products.
- Customer Journey Optimization: Focused on delivering a streamlined, responsive user interface tailored for direct B2C interaction and self-service capabilities.
- System Integration: Enabled back-end integration across multiple enterprise systems to support real-time policy issuance, payments, and claims.
- Process Automation: Introduced straight-through processing using a unified client structure, reducing back-office manual effort and improving response times.
- Agile Delivery: Adopted iterative delivery to ensure high-velocity releases aligned to product launch timelines.
Outcome and Benefits
With Sciente’s partnership, the insurer successfully:
- Launched Operations in Singapore within 6 Months: Entered the general insurance market with a competitive and functional digital platform.
- Enabled Rapid Product Expansion: Rolled out car insurance initially, followed by home and travel insurance with minimal rework.
- Improved Operational Efficiency: Reduced complexity through automation and integration with existing enterprise systems.
- Enhanced Digital Experience: Delivered a customer-centric platform that supported repeat engagement and customer satisfaction.
This engagement positioned the global insurer for sustained digital growth in Asia through scalable, high-performing digital infrastructure.
Transforming Customer Experience Through a Core-to-Portal Integration
A fast-growing general insurance company in Asia aimed to transform the customer experience by launching a digital-first insurance model. Focused on becoming a leading pan-Asian insurer, the client set out to simplify how customers engage with insurance — from purchasing policies to filing claims — through intuitive products and a seamless digital platform.
Challenges
The client embarked on this transformation with an extremely aggressive go-to-market timeline and a clear vision: implement a next-generation Core Insurance Enterprise Platform integrated with a fully digital Online Sales & Servicing Portal.
Key challenges included:
- Time Constraints: Launching within months required building up a capable and experienced implementation team immediately.
- Technology-Insurance Integration: Integration of a public-facing portal with a core insurance platform required robust system design and coordination.
- Customer Experience Alignment: Ensuring a seamless, intuitive experience across quoting, purchasing, and claims filing workflows was critical to user adoption.
- Domain Expertise: Required deep knowledge of insurance products, regulatory expectations, and digital transformation in the insurance domain.
Sciente Value/Services
Sciente was brought in as a strategic implementation partner to support the client’s high-velocity delivery needs.
Key contributions included:
- Rapid Team Mobilization: Assembled a specialized team of digital platform and insurance system professionals with hands-on experience in the client’s chosen Core Insurance Platform.
- Accelerated Development: Delivered design, development, and deployment of the customer-facing portal within compressed timelines.
- End-to-End Integration: Implemented seamless straight-through processing by tightly integrating the portal with the back-end Core Insurance system for real-time quoting, policy issuance, and claims management.
- Execution Ownership: Took ownership of critical technology streams and aligned closely with business stakeholders to ensure requirements translated into actionable, customer-ready features.
Outcome and Benefits
Sciente’s support enabled the client to:
- Launch Successfully in Under 6 Months: Rapid deployment of a full-stack insurance application platform, meeting tight strategic deadlines.
- Gain Early Market Traction: Achieved strong market entry in Singapore's general insurance segment with a simplified, intuitive customer experience.
- Drive Digital Adoption: Delivered a modern, customer-centric digital experience that aligned with the client’s brand promise of simplicity and transparency.
- Strengthen Technology Capabilities: Empowered internal teams through knowledge transfer and technical collaboration for future scalability.
This engagement positioned the insurer to accelerate its digital journey and establish a differentiated, tech-led presence across the region.
Modernizing Legacy Insurance Systems with Domain-Aligned Technology Services
Our client, a leading global insurance provider, relied heavily on a legacy AS/400-based Core Insurance Platform to support mission-critical functions such as policy administration, claims management, billing, and underwriting. Over decades of use, the system became complex and increasingly difficult to evolve due to aging infrastructure and limited expertise availability.
Challenges
Several interrelated systems hindered the insurer’s ability to maintain and modernize their core insurance system:
- Legacy Complexity: Years of customizations, undocumented logic, patchwork and enhancements, created a fragile environment which was difficult to navigate or modify.
- Skills Shortage: The platform was built on AS/400, a technology whose talent pool, making enhancements and troubleshooting difficult.
- Limited Business-IT Alignment: A lack of business process clarity within the system led to uncertainty when mapping insurance workflows to technical functionality.
- Change Risk: Any modification to policy, claims, or billing workflows posed operational risks due to limited documentation.
Sciente Value/Services
Sciente brought a balanced blend of technical and domain expertise to help the client address these challenges effectively.
Key services provided:
- Business Analysis & Advisory: Sciente collaborated with key business stakeholders to map legacy workflows and insurance processes to ensure technical changes were rooted in real-world business needs.
- Technical Support & Enhancement: Provided development and support services on the AS/400 platform, enhancing critical features while ensuring system stability.
- Project Management & Testing: Enabled controlled execution of changes via structured delivery, rigorous testing, and post-deployment monitoring.
- Expert Gap Bridging: Augmented the insurer’s internal capabilities with experienced professionals who understood both the AS/400 ecosystem and core insurance domains.
Sciente’s approach ensured any enhancement or integration was executed with minimal risk and full understanding of business context.
Outcome and Benefits
Through a sustained partnership, Sciente helped the insurer:
- Stabilize and Extend Their Core Platform: Supported modernization without disrupting ongoing operations.
- Bridge Domain and Technical Gaps: Enabled translation of insurance business logic into system requirements through strong business analysis.
- Mitigate Skills Risk: Filled talent gaps with specialists in both AS/400 technology and insurance workflows.
- Enable Future Transformation: Built a strong foundational understanding of existing systems, setting the stage for future modernization initiatives.
The insurer was able to continue leveraging their core platform with confidence, knowing they had a reliable partner to support and evolve it in alignment with business needs.
Salesforce-Led CXM Transformation for a Global Insurer
A global insurance leader embarked on a large-scale transformation to enhance customer experience across the insurance value chain. With evolving customer expectations and increased competition, the initiative focused on modernizing key functions — Sales, Marketing, Claims, and Policy Management — while delivering a superior and seamless Customer Experience Management (CXM) strategy across multiple customer touchpoints.
Challenges
The insurer faced problems and technological obstacles while trying to improve CXM systems and achieve operational agility:
- Legacy Systems: Core data resided in siloed, disconnected platforms with hardcoded integrations, leading to inefficiencies and lack of transparency.
- Customer Data: A disjointed view of customer data hindered the ability to tailor offerings and communications.
- Inconsistent Information Flow: Poor data sharing across departments and external partners impacted customer service and responsiveness.
- Manual Processes: Reliance on human intervention across processes limited scalability and increased error rates.
- Need for Value Chain Alignment: Required straight-through processing and automation across the full customer journey, from acquisition to claims servicing.
Sciente Value/Services
Sciente partnered with the insurer to drive a Salesforce-enabled CXM transformation, addressing the full spectrum of customer-facing and internal operations.
The engagement includes:
- Implementation of Salesforce Clouds: Deployed Salesforce Cloud, Marketing Cloud, and Service Cloud to unify the customer lifecycle, enabling omni-channel touchpoints and consistent communication.
- Process Automation: Introduced automated workflows across sales, marketing, policy servicing, and claims — improving speed and accuracy.
- Personalized Engagement: Enabled data-driven, real-time customer interactions using 360° views of customer profiles.
- Seamless Integration: Integrated Salesforce with existing back-end and core insurance systems, reducing redundancies and enhancing process transparency.
- Agent and Partner Enablement: Provided improved access to customer and product data for distribution partners and agents, improving collaboration and responsiveness.
Sciente’s certified Salesforce experts ensured the solution was customized to customer’s need and regulatory standards, supporting a scalable and future-ready CXM architecture.
Outcome and Benefits
With Sciente’s support, the insurer achieved a step-change in both customer experience and operational performance:
- Customer Satisfaction Improved to 90%+: With faster, single-call resolutions and proactive service.
- 50% Reduction in Processing Time: Automation streamlined workflows and reduced turnaround time.
- Enhanced Multi-Channel Engagement: Customers received timely reminders, personalized communication, and efficient claims updates.
- Stronger Partner Ecosystem: Agents and distribution partners gained seamless access to relevant information, boosting productivity and trust.
- Increased Sales and Service Efficiency: By reducing paperwork and manual effort, teams could focus on high-value customer interactions.
- Advanced Analytics: Real-time dashboards enabled performance tracking, risk identification, and better decision-making.
This transformation allowed the insurer to position itself as a customer-centric, digitally mature enterprise, ready to scale CXM initiatives across the region.
Modernizing the Insurance Value Chain: Innovation-Driven Digital Transformation
A Global insurance company wanted to accelerate their digital transformation journey across the insurance value chain, a forward-thinking insurer established a dedicated innovation unit. This team task was to identify and implement new-age technologies and innovative solutions across product development, underwriting, claims, and customer engagement.
Challenges
While the vision was clear, the insurer faced several barriers in executing transformation at scale:
- Talent Gap: Difficulty finding professionals with a combined understanding of insurance operations and emerging technologies.
- System Integration: Integrating modern solutions with outdated systems without disrupting business continuity.
- Change Resistance: Internal inertia and cultural resistance toward adopting new tools and processes.
- Regulatory & Compliance Pressures: Navigating strict industry regulations while experimenting with innovative approaches.
- Data Limitations & Cybersecurity Risks: Inconsistent data quality and increased cyber threats posed serious risks.
- Demonstrating ROI: Proving measurable business value while ensuring scalability, flexibility, and long-term alignment with strategic goals.
Sciente Value/Services
Sciente became a strategic transformation partner, supporting the insurer’s innovation unit with end-to-end digital enablement across the insurance value chain.
Our services included:
- Talent Augmentation & Upskilling: Sourced and onboarded specialized resources with both insurance domain knowledge and modern tech skills.
- Seamless Technology Integration: Leveraged APIs, middleware, and cloud-native architectures to bridge legacy systems with new tools and platforms.
- Agile & Innovation Support: Enabled rapid prototyping, solution development, and iterative releases to fast-track innovation.
- Change Management: Deployed strategies to ease cultural resistance, ensuring stakeholder buy-in and smooth adoption.
- Compliance & Data Expertise: Provided expert oversight to ensure cybersecurity, data quality, and regulatory alignment throughout the transformation.
Sciente’s hybrid delivery model allowed the client to scale digital initiatives incrementally without compromising operational continuity or budget constraints.
Outcome and Benefits
Through its collaboration with Sciente, the insurer successfully accelerated its digital transformation across the insurance value chain:
- Faster Innovation Cycles: With agile development and prototyping approaches.
- Integrated Ecosystem: Enabled by secure, scalable integrations between legacy and modern systems.
- Improved Customer Experience: Through streamlined underwriting, faster claims processing, and personalized engagement.
- Enhanced Talent Capabilities: Gained access to skilled, transformation-ready talent with cross-functional expertise.
- Operational Efficiency & Risk Mitigation: Improved compliance, reduced manual interventions, and strengthened data governance.
- Sustainable Transformation: Built a scalable, adaptable technology foundation aligned with long-term business objectives.
Sciente’s strategic support empowered the insurer to reimagine its value chain.
Transforming into a Digital-First Insurer: Enabling Innovation at Scale
Our client is a prominent European-headquartered multinational insurer, serving 33 million customers across 16 countries. With strong market positions in general insurance, life, and pensions, the client has a strategic focus on Europe and the rapidly growing Asian markets, including China and Southeast Asia. The company is also a major player in Canada and publicly listed on yLondon Stock Exchange.
Challenges
The insurer recognized the need to evolve digitally due to rising customer expectations and emerging digital channels.
Their transformation objectives were ambitious and multi-faceted:
- Modernize customer and advisor experiences with responsive digital platforms
- Enable online access and self-service for over 4.5 million policies
- Improve internal efficiencies across operational processes
- Align with evolving digital behaviours driven by mobile and social media use
- Future-proof core platforms for long-term fintech leadership aspirations
Sciente Value/Services
Sciente partnered with the insurer as a trusted technology enabler, contributing both domain and digital transformation expertise.
Contribution included:
- Building Agile Teams: Curated culturally aligned and technically strong teams to deliver high-impact solutions.
- Customer Experience Enhancement: Designed and developed intuitive B2C and B2B online portals, significantly improving digital engagement
- Core Platform Support: Dedicated focus to stabilize and enhance mission-critical core insurance systems.
- Fintech Vision Enablement: Provided niche consulting and execution support to shape that transformation journey
Sciente’s flexible, collaborative engagement model ensured alignment with business strategy and technical readiness.
Outcome and Benefits
Through this partnership, the global insurer achieved mission critical digital milestones:
Benefits like:
- Enhanced customer experiences via new online portals
- Modernized core insurance operations
- Long-term strategic capabilities to lead fintech innovation
By combining deep insurance domain expertise with technology-driven execution, Sciente enabled the insurer to lead confidently into its digital future.