2016 - Present
Insurance
Full Service
8-week service safari defined roadmap
Jelf is one of the UK's leading insurance and employee benefits providers. Our brief was to bring their service delivery into the 21st century, digitally scaling their client partnership values.
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 3-year digital roadmap was defined for future implementation.
Phase 1 delivery
Phase 1 of the digital delivery was re-platforming the current digital estate to Sitecore. Sitecore 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