Supplying the right team for AXA Tech

"Mature project managers with substantial service delivery competencies augmented the team and ensured the successful outcome of the project."
Andy Gill, Head of Project Services - AXA Tech

The Challenge

Faced with dealing with the legislative changes that reduce finance company annual charges from the industry norm of 2-3% to a flat 1%, AXA Sun Life invested heavily to redevelop its business from being product driven to being customer led. The core of the approach was the development of new products, a customer call centre and the migration of all existing products to call centre support. In tandem with redeveloping core business processes the company implemented a Siebel solution that linked all front and back office systems via a message hub. Support for the solution was to be provided by two key suppliers, Xansa who were responsible for software and AXA Tech responsible for infrastructure. At a point a few months before call centre launch AXA Tech (non-)readiness was identified as being the biggest single risk to the programme.

How We Helped

Pelicam provided a Service Delivery Manager to work alongside technical managers in a department set up to support the Sun Life infrastructure and all enterprise solutions for AXA business units. They established ITIL best practice within the department and managed transition of the Siebel infrastructure from development to live running.

Pelicam's Service Delivery Manager structured and negotiated all service agreements and assured that Accenture-led process deliverables were fit for purpose. As AXA Tech was the starting point for incident management for both software and hardware he paid particular attention to incident management and change management processes. This resulted in very strong processes that met the customer's initial focus on bedding the system in and resolving early problems.

Benefits Delivered

From a standing start, the department became fully operational and delivering to customer requirements in just 4 months. The Siebel solution was launched with service processes in place to handle the usual teething problems during the first 3 months of operation. Following launch the Service Delivery Manager focused upon improving weak processes and refining KPIs with the business that would form the basis of future service. The 10-strong service management team and quality processes were then re-integrated into the AXA Tech organisation to the benefit of all supported business units.