Global insurance brokerage

Structuring a modern insurance business

Industry: Insurance
Region: Global

A multinational broker and risk advisor inherited outdated and incompatible technologies through mergers and acquisitions.


Then it centralized all the disparate systems onto a modern IT infrastructure. The automation-driven consolidation and follow-on infrastructure management services (IMS) have improved speed and performance — saving more than $22 million in the first year.

The challenge


Fast-forward to one such merger of equals in 2016 that blended two large, established firms with complementary portfolios of business into one company with a formidable advantage. From the beginning, the new broker had a strong foothold in risk management and insurance broking, as well as an established customer base.

Unfortunately, the merger also came with several large legacy systems, a host of vendors and processes, and a hodgepodge of technologies and tools. The added complexity was a drag on time-to-market and threatened to drive up operating costs.

Management recognized three distinct changes that were necessary to maximize the value of the merger and ensure long-term business sustainability:

  • Integrate the accumulated technology assets.
  • Standardize infrastructure tools and processes across the enterprise.
  • Shrink the vendor landscape.
Download client story

The solution


The project began with a detailed assessment of the post-merger IT infrastructure and processes, which included:

  • 10 data centers
  • 20,000 servers
  • 8,000 network devices
  • Multiple enterprise platforms like Microsoft SCOM, SCCM and Exchange
  • 2 older ServiceNow instances managing IT service desk operations.

The next step was to eliminate redundancy and carefully consolidate the data centers, reducing the number from 10 to 6. Then, a new ITIL-based ServiceNow instance was implemented before the old service-desk systems were retired.

Business benefit


The project automated more than 130 processes, improving operational efficiency and increasing average monthly transaction volume by more than 11,000. And the cost-effective global delivery model has saved more than $22 million in annual costs.

Related resources

What is digital insurance? Where are the transformation opportunities? Discover 10 technology trends in the insurance industry that are likely to shape its future—and that of your company.

“Success will only come if digital dilemmas are resolved…” Read more about the issues raised when the digital and physical worlds collide. And what you can do to overcome them.

What is prescriptive security? Why does it differ from traditional cyber defenses? And how can you use it to create long-term competitive advantage? We explain all in our quick-fire introduction.

Our experts

Jo Sevarts

Global Financial Services and Insurance, Head of Insurance

Follow or contact Jo:

Linkedin | Twitter | Mail

Franck Coisnon

Group Industry Director

Follow or contact Franck:

Linkedin | Twitter | Mail

More client stories


Interested in our solutions?