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.

5 year digital transformation programme for Marsh

Customer-led research

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.


Project outcomes

We defined personas for key stakeholders and mapped blueprints for service lines.

A 5-year digital roadmap was defined for future implementation.

digital transformation roadmap


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.

Jelf website redesign

"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.

Marsh redesign