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:
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 localisation 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:
In addition to building, launching and managing the customer portal project, there was a significant amount of operational and customer digital transformation work that was 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 scalable 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 offers
✔ 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.