Increasing a mortgage lender’s market share

By Casestudys, Clientcases

What you want
As a mortgage lender, you want to grow. But the market share does not match up to your ambition. With our help, you can break through the status quo, structurally increasing your market share.

What we can do
Together with your employees, we will draw up hypotheses on obstacles and opportunities for growth. We will test these by conducting short experiments. Based on factual outcomes, we prioritize remedial actions, which we implement in various areas: visibility, sales funnel conversion, and a tightened local proposition.

What we will achieve
First of all, a short time to market. Within four weeks, the first remedial actions will have been identified, tested live with customers, and implemented. In addition, you can count on more production: the mortgage market share will improve within three months. Moreover, we will realize a new way of working. An experiment-focused approach will become a standard part of your team’s way of working.

What you will say
“IG&H’s subject-matter expertise and experiment-focused approach have led to tangible results surprisingly quickly. We now have a more adequate picture of the way in which we can achieve customer loyalty. Because of this, we are finally able to grow our regional market share again. Moreover, short-cycle work has inspired my employees with enthusiasm, and they are applying it independently now.”

Health insurer: effective program

By Casestudys

What they wanted
After losing a considerable number of insured people, this health insurer wanted to improve its performance in the health insurance market quickly.

What we did
First, we conducted a sharp benchmark analysis on performance. Subsequently, we helped our client implement a multi-annual program based on broad support from the Board of Directors and management. Together, we realized fundamental breakthroughs in label strategy, market propositions, procedures, the marketing approach, and sales channels.

What we achieved
Our client has strengthened its market position in a sustainable way. This has resulted in a substantial growth of its portfolio of insured people. Professionalization of the organization is another objective that we have realized. Also, we have laid a solid foundation for a playing-to-win culture.

What they said
“We have taken major steps forward regarding the commercial strategy. Partly because of IG&H’s approach, our organization has managed to make a huge implementation effort, achieving great success.”

Testimonial: strategy in implementation

Changing your interest rate at any time, and hardly any operational cost

By Casestudys

What they wanted
A historically low mortgage rate sounds very good. Margins on mortgages have never been this favorable. But there’s a flipside to that coin. Politics and media weighed in, which ultimately forced banks to offer their customers the opportunity to switch to low mortgage rates during the contract period. This bank looked for the right way to handle that demand.

What we did
With an Agile, highly customer-focused project approach, we helped implement a fully automated (STP) process for all the bank’s mortgage labels. The interest rate can be adjusted in the customer environment at any time – whenever the customer wants. Customer-specified costs and possibilities can be found here. All conditions are supported: from free to redemption to interest funds. Processing is done automatically. There is a digital emergency procedure for exceptions.

What we achieved
The solution has led to a major increase in customer satisfaction, both among customers and intermediaries. Additionally, the process design has provided the bank with a solid foundation for automating other changes. For example, it has resulted in the ‘DIY mortgage.’ The process design received the highest group audit score.

What they said
“The political concern has been eliminated, and focus has been placed on the customer. This solution – unique in the market – is pragmatic and feasible, so all customers can be reached. Another important aspect was confidence: we worked together and celebrated our successes.”

The digital mortgage

By Casestudys

WHY: our vision
Your customer demands speed and convenience when applying for or modifying a mortgage. Having insight into and control over the mortgage process is increasingly important in this regard. To remain competitive, it is paramount that mortgage market players, such as mortgage lenders, match these needs. The main challenge in this context is complying with the ever-tightening (European) regulations. Our goal: help like-minded mortgage parties which have understood that digital developments will lead to radical changes in the mortgage market.

WHAT: our proposition
Mortgage organizations that want to stay competitive must make full use of customer data. We help organizations prepare for the digital mortgage through several modules:

HOW: our approach
We set organizations and the mortgage sector in motion. There are three aspects to our proven approach. First, we translate the vision of (source) data use into a process design and new services that comply with regulations. Then, we accelerate the implementation using our toolset, which we have started to build since the launch of our initiative ‘Handig!’ (Handy!). Finally, we ensure that the organization is on board by working in an Agile manner.

Working on innovation and time to market in a pragmatic and results-oriented way

By Casestudys

What they wanted
A leading insurer has been a frontrunner in the group pension scheme market for years. The organization aims to provide distinctive products and services to customers, employers, and employees. To (continue to) achieve this objective, A leading insurer set itself a challenge: adjust in terms of innovation before the competition does.

What we did
Unlike the IT department, the expertise center had not yet adopted Scrum in its teams. With our help, it switched to an Agile way of working. We combined Scrum and Kanban methods, proactively involving employees in the application of Agile techniques. To ensure that they would adopt the Agile mindset, we coached them intensively.

What we achieved
A leading insurer was proclaimed to be the best pension insurer by intermediaries for the sixth time in a row. Our contribution: substantive sector knowledge and expertise in organization transformation. This resulted in the implementation of distinctive product features and the realization of an Agile DC chain.

What they said
“Despite the increased demands from legislation, supervisors, and customers, we have always managed to maintain our number one position. Part of our ability to realize this has been a constant adjustment of the manner in which we collaborate, involving our customers in the process. Switching to an Agile way of working was a logical next step for us. It provides even more clarity, speed, and – especially – job satisfaction. Our experience with IG&H has been excellent. Its pragmatic, results-oriented approach, which does not avoid responsibility, is striking.”

Sustainable increase in our customer and employee satisfaction

By Casestudys, Clientcases

What they wanted
This life insurer aimed to perform better in terms of NPS and MTV through team collaboration. Moreover, it wanted to improve customer service on a continuous basis. But the implementation stalled due to a limited elaboration of the strategy, low ownership at several levels, and insufficient operational control within the value chain. The organization was aware of this and wished to achieve sustainable improvement in all these areas. Extra focus on the behavioral component and the establishment of self-managing teams was required. To secure these, internal coaches had to take over supervision in due course.

What we did
Our passionate coaches rolled out ‘Impuls’ – their own proven approach – in every team within the organization. They ensured a balance between ‘hard’ and ‘heart’ by focusing on results andthe human aspect. Employees received sensitive guidance on starting the performance dialogue: we gave them confidence while constantly challenging them in terms of performance. As a result, the form of collaboration and objectives were sharpened. We encouraged employees to pursue these things. The building blocks of our approach: clarifying KPIs, providing on-the-spot feedback, and applying a ‘coach the coach’ technique – as well as measuring, encouraging, or discouraging behavior.

What we achieved
A new way of working (together) has been integrated into the daily operations of the organization. As a result, all teams – totaling more than 200 employees – are self-managing. Their results in terms of NPS, lead time, quality, sales, productivity, and OTIF have improved. Moreover, employee satisfaction has increased. Staff members feel more involved in the organization and have more positive energy. Absenteeism has decreased, along with the related cost. Moreover, a culture of continuous improvement and feedback has been created. To foster and secure it, seven champions took over our coaching in stages.

What they said
“IG&H adopted an extremely professional and results-oriented approach,” said the client. “I am a warm supporter of Impuls.” The CFO added, “The Impuls process with IG&H was innovative. It gave energy to the people and the organization, and it served as a push in the right direction.”

Strategic alternatives for onerous core product

By Casestudys, Clientcases

What they wanted
A major life insurer sought a sustainable solution for an onerous core product. It was important to determine the price level required to offer a competitive product. As competitive pricing must fit a certain cost level, the latter needed to result from a suitable value chain setup. Moreover, it was crucial to consider the potential conclusion that all this would not be feasible. In that case, what alternatives and recommendations could be discussed?

What we did
We conducted a factual, product-level analysis, taking the organization’s method of cost allocation into account. To determine the basic case, we considered costs in the value chain as well as projected revenue developments. Then, we used fixed targets to map out the required cost levels. Furthermore, we explored the savings potential for several scenarios – at an internal level, but also with external parties.

What we achieved
We created support among senior stakeholders based on a validated and factual analysis in a complex, sensitive file. The decision to leave the market for this product and serve existing customers through closed book was therefore inevitable.

What they said
“IG&H provided great guidance on this highly sensitive file.”

Realization of a greatly simplified product portfolio

By Casestudys

What they wanted
A life insurer wanted to reach a decision and realize a supported roadmap to greatly simplify the vast diversity of product variants. To this end, it was crucial to identify the products’ common features and main differences. The organization also needed to find a way to bridge the differences. A perfect balance between implementing improvements for customers and monitoring their affordability was essential. Important questions included: What are our principles and starting points? How do we create a phased, controlled roadmap? What is the right order and which lead time should we take into account?

What we did
First, we made a rigorous, transparant breakdown of all products. Together, we gained insight into the nature and scope of the sub-issues involved – an overview of the whole and an understanding of its parts. We made appropriate proposals for gaps in the target product range, taking the right mix of creativity and legal options into account.  The effort required for realizing these proposals was subsequently assessed from all relevant perspectives.

What we achieved
After approving the main simplification proposals, the management team initiated their implementation. As a result, over 1 million insurance policies were turned into a better, more flexible product. The insurer realized significant cost savings regarding the management and design of the future application landscape.

What they said
“IG&H boiled a complex question down to the essence and formulated the answers in collaboration with our organization, based on a shared model.”

Granular share of wallet data for all major product lines for truly data-driven sales management

By Casestudys

What they wanted
Make data-driven choices in the broker market: that is what leading Dutch omnichannel insurers want to be able to do. Key questions are: Who are today and tomorrow’s leading brokers? Where do we stand in terms of both volume and NPS? How do we enhance our position to realize sustainable growth? To this end, they wanted to gather in-depth data on volume, movements, share of wallet, and NPS.

Developed two unique instruments
We developed two unique instruments. With our Performance Monitor, we measure the performance (satisfaction regarding various aspects as well as NPS) of insurance companies with their leading brokers on a continuous basis. Moreover, we use our Distribution Monitor to create an overview of several things. First, the size and movements of the broker market. Second, the position and movement of all individual brokers. And finally, the participating insurance companies’ share of wallet per product line.

What we achieved
There are several substantial goals that we achieved over the past years. By combining performance and share of wallet data, for example, we provided unique insights into the manner in which different segments should be targeted to improve growth and NPS. Also, we supported major insurers in realizing showcases regarding both volume and NPS in the broker market. Moreover, we realized 50-80% market coverage on all major product lines.

Incidentally, both of the instruments that we use are seen as the industry standard within the insurance market.

What they said
“The Performance Monitor and Distribution Monitor have become an indispensable part of our way of working. They have made it possible to classify and service our brokers on a one-to-one basis.”

Do you want insight into your market position within the insurance sector? Then take part in our performance and / or distribution monitor. Jan Pieter van der Helm will be happy to tell you about the benefits.

UMC: correct care administration

By Clientcases

What they wanted
In the coming years, care organizations need to take major strides to maintain control over the healthcare they provide as well as their income. A timely, correct, and complete administration forms the backbone of good business operations. Moreover, horizontal monitoring places high demands on care administration. All this requires a robust process – from registration to invoicing. Additionally, a correct care administration is characterized by clearly defined roles and responsibilities, a working Lines of Defense model, and professional advisors.

What we did
First, we created a process design – using the ist and soll model – and set up the Lines of Defense. Then, we identified the care administration’s performance indicators and defined the information model. The rollout of the program setup to the care units was successful. Together, we identified, listed, clustered, and prioritized the tasks of the care administration team as well as their points for improvement. After that, we set up the program organization. We also put together weekly stand-up meetings, day start meetings, and a training course in advisory skills.

What we achieved
Together, we designed an optimal chain of registration. All care provision is now registered and claimed only once – at the source – in a complete, correct, and timely manner. Additionally, we set up a Lines of Defense model, and we have ensured that the entire organization is committed to 7 registration securities. Furthermore, we introduced a new way of working, tightening priorities, project activities, and the allocation of tasks. Focus has been placed on transparent communications regarding processes and substantive matters. Moreover, openness and feedback have improved collaboration.

What they said
“In terms of quality, IG&H has done an excellent job providing methods that we can apply in practice. IG&H made a difference. It has been tangible in the solution they offered, but also in its reception and the way it works in practice. The organization has noticed a positive energy boost.”