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News : Australian Unity Goes Omni-channel in IT Overhaul
Melbourne, Australia, Oct 12, 2015 -- Healthcare and insurance provider Australian Unity is entering the final stages of a major IT overhaul aimed at improving sales conversion rates while rooting out obsolete systems.
As part of the upgrade, Australian Unity has implemented Salesforce for CRM in its healthcare division, Thunderhead for web forms, Interactive Intelligence for contact centre telephony and WebMethods for integration.
The new systems have replaced a hodge-podge of obsolete platforms, including a 20-year-old bespoke CRM platform, a web forms framework that reached end-of-life in 2004 and eight different contact centre telephony systems.
Australian Unity group executive for business technology Tahir Tanveer told iTnews the decision to overhaul the obsolete systems was made following the introduction of a new corporate strategy in 2014.
The strategy highlighted the importance of technology and innovation to Australian Unity's future success in the marketplace, he said.
"Our four enablers are people and leadership; architecture and technology; innovation; and business intelligence," Tanveer said.
"Where we have systems that aren’t assisting us in enabling our business strategies, we’re upgrading them."
Tanveer was also keen to reduce IT complexity by standardising platforms across the company.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - The Human Factor
About Australian Unity:
We are Australia’s leading specialist life insurer and, since 1869, we have been helping people get the insurance cover they need. As life insurance specialists, we have a very simple ambition – to make life insurance a well-understood and valued part of people’s lives. Our success in making life insurance more accessible means we now protect over 2.5 million Australians across the following products: - Life Insurance - Critical Illness Insurance - Total & Permanent Disability Insurance - Income Protection - Business Expense Insurance
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Published: Wednesday, October 14, 2015