Insurance firm uses Office 365 to empower the business, boost competitive strengths

Transcription

1 Insurance firm uses Office 365 to empower the business, boost competitive strengths Office 365 amplifies our competitive strengths through a workplace transformation that empowers employees. Connected teamwork across 18 Asian markets drives efficiency and caring customer service. Sim Preston, Group Chief Operations Officer, To modernize its business while building on its Pan-Asian heritage of caring service, turned to Microsoft Office 365. Employees enjoy enhanced mobility and ubiquitous access to data while improving customer service. To stay ahead of the competition, AIA employees use Office 365 for seamless collaboration across 18 markets. Additionally, AIA uses Microsoft Azure to host various systems and manage fluctuating traffic. 20,000 employees Hong Kong SAR Financial Insurance services Company Profile Headquartered in Hong Kong, provides life insurance and savings plans to approximately 29 million individual policy holders and to more than 16 million group scheme members.

2 We appreciate the transparency of Office 365. Security features like Rights Management Services in Microsoft Exchange Online and the data loss protection components of the solution made us comfortable. Andrew Anker, Head of Infrastructure Services and Technology Risk, The view from the headquarters of, located in one of Hong Kong s tallest skyscrapers, is spectacular literally and figuratively. Since its successful IPO in 2010, AIA has been in transformation mode, focused on introducing customers to a new way of working that matches their expectations for efficient service. The company has also launched new mobile apps, aimed to help consumers improve their health. The insurance industry in Asia is a great place to be, says Sim Preston, Group Chief Operations Officer at. Overall population growth, a rising middle income, and a strong family ethic are all beneficial to our business providing long-term protection, savings, and products to families across Asia Pacific. However, instead of sitting back and enjoying its prospects, AIA is investing in technology solutions such as Microsoft Azure and Microsoft Office 365 to help empower the business. AIA is improving the speed and agility of some of its systems by hosting them in the Azure cloud computing environment. Office 365 cloud-based business services support a new modern workplace that helps drive connected teamwork among employees and AIA partners to boost customer service. We re reorienting from a distribution focus toward revolutionizing customer experience, says Preston. For example, through our Accelerator program, we work with startups to learn about the latest trends in digital health and may incorporate them into our products and services. To drive productive collaboration with these companies, we decided to use Office 365. Improves productivity, raises knowledge capital AIA conducts business in 18 markets across Asia Pacific. We want to collaborate better across this multicultural scenario, empowering local employees to access the information they need to serve customers in different markets. At the same time, we must strive for operational efficiencies, says Bob Crozier, Social Network Lead for. AIA team workers increase knowledge capital by sharing best practices and new ideas.

3 Today, we use Office 365 to work more effectively across all the markets we serve. For example, I m a lot more productive using Delve to quickly find the s and information I m working on, organized around my interests, colleagues, and projects. Delve, part of Office 365, sends users personalized information based on what they re working on and what s trending around them. Today, we use Office 365 to work more effectively across all the markets we serve. For example, I m a lot more productive using Delve to quickly find the s and information I m working on, organized around my interests, colleagues, and projects. Bob Crozier, Social Network Lead, The company worked with Microsoft Services Consulting to migrate to Office 365. Microsoft Consulting Services provided the technical support, expertise, and assistance that we needed, which was a real advantage to us, says Andrew Anker, Head of Infrastructure Services and Technology Risk at. They were very committed to making sure we got the best out of the product set. After launching Office 365, more than 2,300 groups and 14,000 employees began using the company s social network, dubbed Wave, to share ideas and best practices. Microsoft Services also provided excellent support for a successful Yammer launch. We migrated more than 300 gigabytes of content from Jive, our previous solution, in fewer than 10 weeks, says Crozier. The language translation capability in Yammer is fantastic. Our employees no longer miss the nuances in a conversation because of language barriers, which improves the quality of information and ideas that we exchange. Today, team members use Yammer to announce enhancements to the company actuarial software and share best practices with their colleagues, raising the overall knowledge capital of the company. And onboarding the yearly influx of actuarial interns is a much smoother process now that they use Wave to get answers and ramp up quickly a win for the interns and AIA in terms of immediate productivity gains. Marketing teams in different countries spark new ideas by showcasing their best campaigns on Microsoft SharePoint Online and OneDrive for Business. And the PR and marketing teams use Skype for Business Online meetings to broadcast product-launch details to marketing managers in various markets across Asia. Having the ability to send someone a link they can use to join a meeting is pretty slick. I can share my screen to present with PowerPoint and quickly invite others to join the call, says Crozier. Traditionally, collaborating among 18 markets required travel in order to get everyone on the same page, but now it can happen at the drop of a hat. Office 365 is changing our cultural work experience, not to mention saving us time. Fosters teamwork and creativity For AIA, the link between collaboration and innovation is a key business benefit of Office 365. The company is staying ahead of industry trends, brainstorming new product ideas, and streamlining business processes. Recently, AIA employees used Wave to exchange ideas on the company s new science-backed wellness program AIA Vitality. They provided immediate feedback so the product team could enhance features before launch. This was a multifaceted success story, says Crozier. People got to know each other better and now work more productively as a team. Employees posted blogs internally and on social media to drive brand awareness externally. And we now have a new process for future product development.

4 Boosts mobility, customer service We are The Real Life Company and Office 365 helps us deliver on that promise. The more efficiently we can work on the road, the more we can help our customers with immediate, personal attention. Sim Preston, Group Chief Operations Officer, Today, AIA employees are empowered to work efficiently when and where they choose. Thanks to Microsoft Office 365 ProPlus, AIA employees can download Office on up to 15 devices of their choice, with more secure, mobile access to their applications, documents, and settings. On the road, I hook up to my phone s hotspot and go through my s, forward documents to colleagues, and respond to my notifications on Yammer, says Crozier. I travel all through Asia with my phone and my ipad and work as productively as if I m sitting in my office. The entire AIA leadership team does the same. The legal team can quickly access important corporate documents stored on SharePoint Online. And members of the marketing team regularly view and edit documents accessed from SharePoint Online or OneDrive for Business to quickly sign off on marketing campaigns, even if team members are out of the office. AIA is also enhancing mobility for employees who can be at the right place at the right time to attend to customers. We are The Real Life Company and Office 365 helps us deliver on that promise, says Preston. The more efficiently we can work on the road, the more we can help our customers with immediate, personal attention. Now that a mobile-first focus permeates the company, AIA is attracting top talent who expect the flexibility of cloud-based computing. With Office 365, we have enhanced all work environments in the office on a desktop, at the airport on a laptop, or in a taxi on a mobile device through a consistent experience across all devices, says Anker. And the interoperable programs are so intuitive that they require little to no training, boosting adoption and productivity.

5 Simplifies IT, security AIA is enjoying all the benefits of its cloud-based business productivity solution with built-in security and continuous compliance, while simplifying in-house IT functions. Information security is of paramount importance to every financial institution, says Preston. We appreciate the transparency of Office 365, adds Anker. Security features like Rights Management Services in Microsoft Exchange Online and the data loss protection components of the solution made us comfortable. It s only been 14 months since AIA subscribed to Office 365, however, significant changes to the workplace have already enhanced the company s future road map. Office 365 amplifies our competitive strengths through a workplace transformation that empowers employees, concludes Preston. Connected teamwork across 18 Asian markets drives efficiency and caring customer service. We re looking forward to building more business based on these improvements. Software and Services Microsoft Office 365 Microsoft Office 365 ProPlus Microsoft OneDrive for Business Skype for Business Online Microsoft SharePoint Online Yammer Microsoft Azure Microsoft Services Microsoft Services Consulting This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Document published January 2016