Customer First Strategy through API-led Connectivity Jonathan Warnand, Entreprise Integration Platform Team Leader at AXA

1. 10/12/2019 - APIdays
Customer First strategy through
API-led Connectivity
AXA Luxembourg & AXA Wealth Europe
Jonathan Warnand - Integration Platform Team Leader

2. Contents
AXA Luxembourg & AXA Wealth Europe
1. About us
2. Business and IT challenges
3. What we accomplished with APIs
4. Journey to success Step 1: Organisational changes
5. Journey to success Step 2: API led connectivity
6. Value and results

3. 1About us

4. In the Heart of Europe

5. Driven by strong values

6. A small sized company part of the AXA Group
280 Employees
Life, Non-Life, Health
Our Activities
490 M€ Turnover
(2018)
150.000 Customers
AXA Luxembourg & AXA Wealth Europe

7. 2Business and IT challenges

8. Business challenges
AXA Luxembourg
● Improve customer experience
● Optimization of our internal process

9. IT challenges
AXA Luxembourg
● More than 100 applications connected
directly to databases or in
point-to-point integrations
● Hard to connect new applications
● Huge effort in support and
maintenance
● Lack of visibility and security
standard
● No time for innovation
Some new needs
● Expose API to partners
● Integrate new packaged solutions

10. 3What we accomplished with APIs

11. Some business challenges we managed
● Fast processing of expertise mission
by connecting internal back-end
application to external portal with
APIs.
● Since one year more than 10.000
missions were opened and fully
managed by APIs.

12. Some business challenges we managed
● Automatic process for taking care,
garage payments are done by APIs.
● Automatic expertise document
retrieval are done by APIs.

13. Some business challenges we managed
● In 2018 AXA Luxembourg started a new
project called Customer First
● By developing and using APIs we were
able to build an new customer
database and a complete 360° view for
each customer in AXA Luxembourg
● Customer information are updated in
real time in all back-ends.

14. Some business challenges we managed
Our customers services and employees have now all customers information in Salesforce

15. Some business challenges we managed
● Creation of customer journeys by APIs.

16. 4Our journey to success
Step1: Organisational changes

17. Old IT organisation
● IT team was splitted into project team
● Members of architecture team were
also having roles into at least one
project and therefore part of a project
team
● One team for production incidents
CIO
Architecture
team
Project
Team 2
Project
Team 1

18. Issues of this organisation
● Each resource only works for the
projects where he is directly involved
● We don’t think about creating
reusable assets due to lack of visibility
on parallel projects
● Production team needs to understand
all projects and products in order to
support them ? ?

19. New organisation: Competences and Center for Enablement (C4E)
● The IT is now divided by competences
and not in project team
● Creation of a Center for Enablement
(C4E)
○ One enterprise architect acting
as lead
○ 1 member of integration team
○ 1 member of data team
○ 1 member of core IT
Core
IT
Integration Data
IT
department
Center for enablement

20. Center for Enablement
● Creation of standard process for API
Design.
● Validation by security and business
● Evangelize on APIs and standards
● Ensures reusability and long term
vision

21. Advantages
● Each team is involved in all projects
● We review assets to make sure
reusability is the main driver
● Each team supports production
making troubleshooting more efficient
● Teams are evaluated not only on
project delivery but also on long term
vision and efficiency

22. Business needs to change to
● Business is not yet ready
● Project manager continues to have
only the vision of his project

23. Business evolution
● Current June 2019 , we have decided
to change our business organisation.
● We have implemented a project office
to have a centralized view of all
projects and fit the IT organisation

24. 5Our journey to success
Step 2: API Led Connectivity

25. Claims and expertise management project
System
APIs
Back-end database Expertise platform Document management Document Creation

26. Claims and expertise management project
System
APIs
Process
APIs
Customer ThirdParty Auto / Home
Back-end database Expertise platform Document management Document Creation

27. Claims and expertise management project
Experience
APIs
System
APIs
Back-end database Expertise platform Document management Document Creation
Process
APIs
Customer ThirdParty Auto / Home
Front-end
Assurance
management
Expertise
Platform

28. Customer first approach
Process
APIs
Third-party Auto / Home CustomerLife Health
System
APIs
Back-end database
for indivual
Document
management
Collective
back-end
services
Collective
Customer
Portal
SFDC MDM AxaSales Tools
Experience
APIs
AxaSales
Tools
Front-end
Assurance
management
Salesforces Front-end
Collective
Collective
Customer
Portal

29. 6Value and results

30. Value and results
+10%
Time for
inovation
-25%
Less effort
involved
+30%
Faster
integration
30

31. +10% time for
innovation
-25% Less effort
involved
+30% Faster integration
Value and results
● Peace of mind with pre-built connectors and reusable
APIs
● Developers focused on creating business value, rather
than point-to-point code

32. -25% less effort
involved
+10% time for
innovation
+30% Faster integration
Value and results
● Visible and controllable integration process in real
time: API flow control, real-time situation analysis and
gap identification

33. +30% Faster
integration
+10% time for
innovation
-25% Less effort
involved
Value and results
● Thanks to the API-led connectivity model and the
reusable components

34. Next steps
● Integration of a new health platform
● Integration of OCR
● Integration of eSignature
We already know that 80% of our APIs will
be reused for the health platform…….

35. Lesson learned
● Technology matters!
The right tool can make the difference
● Added value consulting matters
especially when confronted to big
organizational changes

36. Thank you

37. Q&A