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Chubb is one of the UK’s best known providers of fire safety and security solutions for businesses, operating across 20+ countries.
For over 200 years, their mission has been to make the world a safer place by protecting their customers with essential systems, equipment and services.
Chubb needed to produce a single customer portal for the group that enabled their customers to interact with Chubb’s entire suite of services, all from one location. There was no ‘one stop shop’ where customers could:
Handle regular admin tasks such as invoicing
Access the entire suite of services that Chubb can offer
Monitor information related to the services Chubb provided them
Furthermore, without a digital means of customer interaction, Chubb was not able to make improvements to operational processes.
The brief, in partnership with key stakeholders at Chubb, was to deliver a system that provided a scalable and consistent data architecture to power the entire customer relationship in each region that Chubb operates in.
Provide a best in class digital customer experience and replace legacy systems
Enable more effective marketing & engagement with a single source of truth for customer relationships
Digitise reporting, thus reducing costs
Enable operational improvements to benefit both customers and the business
Provide a scalable and consistent data architecture to support the business into the future
Deliver a global product, providing a consistent platform for all regions including language localization and local data integrations
A single customer portal that could be deployed in each country individually to match the needs and capacity of each region.
The system would comprise of:
A responsive web portal
A native mobile app
Many complex integrations e.g. with ERP’s and monitoring systems
In addition to building, launching and managing the customer portal project, there was a significant amount of operational and customer digital transformation work that required to ensure that each of the processes of this 200 year old company was optimised for a best in class digital experience.
✅ Web application
✅ Native mobile app
✅ Scalable Azure architecture
✅ Complex integrations e.g. ERP, custom monitoring systems
✅ Agile
❌ Waterfall
✅ Stakeholder interviews
✅ Business process mapping
✅ Customer research
✅ UX and UI design
✅ Requirements analysis and definition
✅ System migration
✅ System launch
✅ Operational digital transformation
✅ Customer digital transformation
✔ A best in class and differentiated customer experience, delivering true competitive advantage
✔ Revenue upside via reduced churn, upselling and winning more customers through a better customer experience
✔ Operational savings from operational improvements enabled by the digital platform
✔ A consistent and scaleable technology platform
A significantly improved customer experience.
Customers now have a single, digital place to access:
✔ All invoicing and reporting information
✔ All monitoring information across all the services that Chubb offer
✔ Real-time and instant access to information
No matter what stage your project is in, we would love to speak. We offer a free discovery service to help you develop a deeper understanding of your problem, the potential solutions and the costs involved in building a solution.