RSA engaged Tata Consultancy Services to transform its front-end sales and service processes in Sweden and Denmark. TCS implemented a new front office solution (NFOS) that consolidated operations across markets and provided a unified interface. The solution improved efficiency, enabled better cross-selling capabilities, and reduced costs for RSA in the Nordic region. It received positive feedback from business users.

1. RSA engages Tata Consultancy Services
(TCS) to transform its Personal Line
Sales and Service processes
TCS implemented NFOS has delivered strategic value to RSA in
consolidating our front-end operations in Sweden and Denmark markets
and extendable to other markets in Nordic region. This is our first strategic
project to have been cleared by all our businesses for post deployment
acceptance and we received excellent feedback from business users.
Abstract
RSA (Royal Sun Alliance) Scandinavia wished to replace several legacy
systems that were becoming increasingly expensive to maintain. TCS
has provided the company with a single application to replace all
front end solutions across its operations in Sweden and Denmark. TCS
did this by standardizing the functionality across geographies and
providing service-based and localized solutions using multichannel
implementation and integration. RSA now has an improved rich
client application with service oriented architecture to present a
unified, sales-oriented view to the User to enable improved ability to
cross-sell.
About the Client
RSA Group is one of the world’s leading multinational insurance groups with focus on
General Insurance. It provides insurance products and services to over 17 million
policyholders. It has the ability to write business in 130 countries and has direct
operations in 27 countries. It is one of the largest Insurers in Scandinavian region.
Client
RSA Scandinavia
Codan A/S,
Trygg- Hansa
Industry
Insurance
Offering
Front Office solution for
General Insurance
Will Pritchett,
Director of Change

2. Business Challenge TCS has leveraged our Global Network Delivery Model
(GNDMTM) by executing this engagement from multiple
RSA’s long term objective is to continue to deliver locations - Copenhagen, Malmo, Stockholm and
sustainable profitable performance. This drives its Bangalore. TCS drew on our strong delivery capabilities,
strategy and its culture, including choice of markets to including project management methodologies and
operate in, and product portfolio as well as investment quality frameworks, to ensure the RSA program
decisions. objectives adapting to the delivery challenges. In
addition, TCS has leveraged technical prowess residing
As part of its IT roadmap, RSA had embarked on an in-
in the TCS-Microsoft Alliance, Technology Excellence
house initiative – Nordic Front Office Solution (NFOS).
group - Microsoft to ensure an optimised technical
The company needed a partner to help it establish a
solution for NFOS.
common IT platform across the Nordic region, that could
be developed and deployed at one go. To do this, the Results
partner together with RSA team had to create a set of
best practices for front office data entry handling to be RSA’s engagement with TCS has provided the company
incorporated into the common Nordic system. RSA with the following benefits:
planned that this move would result in substantial
10-15% increase in sales after the implementation ofimprovements in efficiency in the Nordic division and
the NFOS Release 2.0 for Denmarkthereby reduce information systems cost.
Improved ability to cross-sell due to featuresRSA chose TCS to be the implementation partner for this
available on the initial NFOS screen loadstrategic programme.
Average call duration decreased by 15 seconds dueTCS’Solution
to improved response time and smart integrations
Based on RSA’s requirements and our own analysis of the with Call guide
company’s current front office applications functionality
Average training duration for new business usersand future needs, we worked with RSA to design a
reduced by one day on averageservice oriented solution, using Microsoft state of the art
technology stack - WPF,WCF and BizTalk. The Solution is
Lower operational costs due to consolidation of
built-up of components and layers that are extendable
existing Front Office applications across markets and
and reusable across the enterprise. The focus on a
across 5 RSA brands in Scandinavia
Service Oriented Architecture (SoA) facilitates
developing a rich, dynamic and configurable user Improved efficiency due to simplified business
interface across countries and line of business while solutions like send-out guide and removal fee that
retaining the advantages of a distributed architecture at enables faster“over the call”issue resolution.
the service layer. The development of NFOS involved the
design and deployment of an Enterprise Service Bus
(ESB) which will act as the future conduit for all IT
integration within RSA. The NFOS solution also
incorporates a dynamic user interface rendering design
that allows the application to be highly flexible and
adaptable to business needs.
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NFOS has done really well since it was rolled out in
Denmark during the summer. The benefit of NFOS is
that some tasks have become easier for us to handle.
We also have a better hotkeys and good shortcuts in
the interface. Jeanette Baess,
Inbound Chief at Codan

3. Experience certainty
True certainty of success comes from working with a partner you trust to provide
the insight, support and expertise that will propel your business forward. Experiencing
certainty with TCS means you can count on results, partnership and leadership.

4. Contact
To know more about us, contact insurance.practice@tcs.com
About Tata Consultancy Services (TCS)
Tata Consultancy Services is an IT services, consulting and business solutions organization that
delivers real results to global business, ensuring a level of certainty no other firm can match.
TCS offers a consulting-led, integrated portfolio of IT and IT-enabled infrastructure, engineering
TM
and assurance services. This is delivered through its unique Global Network Delivery Model ,
recognized as the benchmark of excellence in software development. A part of the Tata Group,
India’s largest industrial conglomerate, TCS has a global footprint and is listed on the National
Stock Exchange and Bombay Stock Exchange in India.
For more information, visit us at www.tcs.com
IT Services
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