Like other insurance providers, MSIG Asia faces shifting challenges, often steeped in massive amounts of data and hyper-digital expectations from customers. The coronavirus pandemic added complexity as a more distributed workforce strained to keep pace with highly regulated and collaborative processes as well as a growing necessity for digitization and self-service, internally and externally.
Even outside of pandemic conditions, insurance professionals need accessible insight and customers need convenient tools. To this purpose, digital insurance policy documents provide information via eco-friendly alternatives to paper documents while supporting MSIG Asia’s biodiversity goals. The accessible information underpins increasing demand for self-service opportunities and meaningful online presence, both objectives of the insurance provider’s digital transformation strategy.
“We continue to innovate and invest in enhancing our IT infrastructure and online capabilities to provide customers with a seamless digital experience,” noted Joseph Yew, CIO for MSIG Asia. “We are very serious about that. Digital transformation is a key strategy.”
To be digital to the core, today’s companies need to be digitally enabled to address changing environments and digitally effective to thrive in them, according to Yew. “To meet the pace of technology with all things digital, all business users must be able to respond to new challenges and requirements and work more effectively,” he said.
The Singapore headquarters for MSIG Asia built a digital workplace, enabling staff to perform their work from anywhere through office productivity tools and corporate applications. “It is seamless. They can collaborate, connect, and even socialize … today, this sounds like a no brainer that every company needs a digital workplace, but many still had to be convinced,” said Yew. He said the best form of change management comes from digital ambassadors who help make digital transformation work.
To support its efforts focused on omnichannel customer acquisition and retention, MSIG Asia implemented information management solutions from OpenText. This included OpenText Extended ECM, OpenText AppWorks and OpenText Exstream. Together these solutions help form a ‘single source of truth’ and communication platform for MSIG. “This customer-centric integration will help maximize operational efficiencies across different lines of businesses and locations, which in turn helps lower expenses and strengthens the business infrastructure. Quite essentially, this has empowered our business operations with a single system that can better enable growth and support the innovations and adaptability required to meet the fast-changing business demands for the long haul,” said Yew.