Prudential Logo

Prudential plc is an international financial services group with significant operations in Asia, the US and the UK. Prudential serve around 24 million insurance customers and have £562 billion of assets under management. Prudential was founded in London in 1848 on the principles of integrity, security and prudence and still adheres to those principles today.

Business Need


Prudential’s sales agents were struggling between providing the best customer experience for new policy signups, and the outdated digital tools available for that purpose. Due to legislation and legacy technology, the process was becoming increasingly painstaking.

Prudential Ipad

Approach


We ran our Experience Definition with Prudential to review the policy creation process step-by-step. Working with key stakeholder groups across Legal and IT, we were able to cut down the amount of data being entered for each policy from 60 to 20 pages.

Outcome


Through the new digital experience, now available on iPad, the agents are able to create new policies in just two meetings instead of 3-5, saving huge amounts of time and allowing them to serve more customers each day.