Vessel Protect is a digital-first MGA with big growth ambitions and a global outlook, and their start-up needed an fast, innovative Quote & Bind solution, which they found in our Go-Insur solution.
Full service transformation
5 year digital transformation programme for Marsh
Marsh Commercial (previously Jelf) is one of the UK's leading insurance players. Our brief was to bring their service delivery into the 21st century, digitally scaling their client partnership values.
Initial research took the form of an 8-week 'service safari' across 4 UK regions to understand delivery practices and the client service experience, identifying service positives, gaps and improvement opportunities. Activities featured stakeholder interviews and co-creation workshops with clients and operational teams.
We defined personas for key stakeholders and mapped blueprints for service lines.
A 5-year digital roadmap was defined for future implementation.
Phase 1 delivery
Phase 1 of the digital delivery was re-platforming the current digital estate from Sitecore to Umbraco. Umbraco offers great credentials for multi-site governance and future personalisation, customer nurture and CRM integration.
"As a business, we knew that our digital presence was well below that of our competitors. However, to truly transform, we couldn’t just catch up - we wanted to get ahead of the competition. When we first engaged Pancentric, they quickly understood this as well as helping us to understand how to focus on customer experience design in order to achieve outstanding digital execution. They helped us to build a roadmap for achieving our vision, while also fixing the most important issues as soon as possible.”
Paul Williams, Marketing Director, Jelf
The site has also now been rebranded to Marsh Commercial.
Our brief was to modernise Thomas Miller's digital estate and improve marketing performance.
Design and prototype of British Friend's back-office systems, including their new customer, staff and advisor portals for their quote and buy services.