Service Innovation Strategy and Delivery Model

Posted by on Jan 25, 2013 in Case Studies | 0 comments

Service Innovation Strategy and Delivery Model



Insurance Company


Client Need: Insurance Company needed to remove complexity, improve the ability to deliver superior, client-focused service across the organization’s wide array of capabilities.

Approach and Solutions: Partnered with COO and team to develop a Service Strategy andlaunch an “end-to-end” Service Delivery Model effort. Established an OSM (Office of Strategy Management) to align business processes to strategy, and an Innovation Council to identify and develop future offerings.


1. Successfully retained $1B of at risk revenue and improving overall business performance
2. New strategic efforts delivered $50MM in revenue per year
3. Reduced service costs by 10%
4. Established a customer-focused organization able to deliver superior client services and
exceed service levels goals


Return to Case Studies