The Claims division of RAC Insurance has a strategy to deliver low cost, high quality and exceptional service outcomes to its members.
To deliver on this strategy, Satalyst worked with RAC Insurance and recommended integrating the supply chain by automating communication between the core insurance system and the repairer network system. By automating the management of motor claims and claims processing, this piece of work was expected to deliver significant strategic advantages for RAC Insurance.
Satalyst utilised contemporary Agile delivery practices, focusing on reducing risk early and validating the end to end design as quickly as possible. A three phased approach was adopted and required close collaboration with the RAC ICT department, who provided the Enterprise Service Bus and security and authentication services, and the external vendor of the repairer system, who provided the functionality required.
The final phase, which also included final automated payment functionality, was successfully delivered on time in December 2014.
Benefits were realised earlier than planned primarily due to the delivery team being able to change direction and incorporate important higher value changes to scope, as well as the business limiting their focus to the delivery of the Minimal Viable Product. Benefits relating to operating cost reduction and business process improvements exceeded those planned in the business case.
The delivery velocity and quick decision making fostered in an agile approach was a major contributor to the success of the project. The ability to share delivery responsibility between the business and the technology teams was a major benefit.
This was the first successful business to business (B2B) project within the broader RAC Group and required new technology (TIBCO API Exchange) to control the security of RAC Insurance’s first public facing web services.
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