Business Challenge

New York Life Insurance wanted to give employees the tools for greater productivity, and saw an opportunity to reduce the time and energy spent on HR duties by offering direct access to data.


By deploying SAP SuccessFactors Employee Central, a cloud-based HCM software solution, employees and managers are able to perform a range of HR tasks themselves from a single portal.



employee productivity by saving time and effort on HR tasks


enhanced management decisions with new employee insights


employee adoption rate ensures rapid time-to-value for the new solution

Business Challenge Story

Adapting to a shifting landscape

As giving personnel the tools they need to reach their full potential becomes increasingly vital to commercial success, New York Life Insurance began looking for ways to fine-tune its approach to human resources (HR).

New York Life Insurance recognized that offering easier access to employee information could be highly beneficial. In the past, the company’s individual contributors and managers needed to go through the HR department to access personnel information, which was mostly a manual process.

Furthermore, many HR applications were not integrated, preventing managers from gaining a clear overview of employee information, which represented a missed opportunity to improve decision-making.

With 32 disparate systems for HR, it was difficult to use data to its maximum potential. By empowering managers to directly access up-to-date information about themselves and their teams, New York Life Insurance saw a chance to boost both efficiency and their ability to manage their teams more effectively.

We’ve undergone a major strategic transformation with the help of IBM and SAP.

Amy Falk, Corporate Vice President, New York Life Insurance Company

Transformation Story

Stepping into the cloud

As the basis of its HR transformation, New York Life Insurance chose to deploy SAP SuccessFactors Employee Central, a cloud-based HCM system delivered on a Software-as-a-Service (SaaS) basis, running alongside an on-premise deployment of SAP Payroll.

“We already had a well-established SAP environment, so when SAP acquired SuccessFactors it made it an obvious choice for us for our HR data and activities,” says Amy Falk, Corporate Vice President, New York Life Insurance Company. “We engaged IBM for support during the implementation, because our previous work with them had proven that they are extremely adept at listening to problems, and identifying the right solutions to our challenges. Our confidence was well-placed: the IBM team worked tirelessly alongside us and SAP to guide us as we entered uncharted waters.”

New York Life Insurance and IBM Services formed a joint team to plan the hybrid implementation, which was the first of its kind.

“No company had deployed the cloud-based SuccessFactors connected to Employee Central while running on-premise SAP Payroll before,” explains Amy Falk. “We set a deadline and worked closely with IBM and SAP to implement and at times, co-innovate—we all shared the same goal and together we achieved a completely new hybrid implementation within a very tight timeframe. In fact, we made several valuable modifications to the solution, which SAP decided to include in subsequent releases of the software and middleware.”

New York Life Insurance is in the process of rolling out the full array of capabilities offered by SAP SuccessFactors Employee Central, offering teams centralized access to HR-related data and new capabilities. Today, the company’s employees have a single portal they can use to self-serve a range of HR tasks.

Equipped with self-service capabilities, employees can maintain not only their personnel data but also their talent profile. This data is now being consumed for various HR initiatives such as succession planning, internal recruiting and mobility within the organization.

The IBM team worked tirelessly alongside us and SAP to guide us as we entered uncharted waters.

Amy Falk, Corporate Vice President, New York Life Insurance Company

Results Story

Embracing change

New York Life Insurance employees are embracing the new self-service capabilities. With support from IBM, the company was able to achieve a high adoption rate for the new solution within just two weeks, enabling it to start enjoying the benefits faster.

Amy Falk adds: “Few queries from employees have been repeated—and if an individual does raise a particular issue multiple times, management will be notified so that they can reach out and walk the employee through the process.”

The solution helps employees at New York Life Insurance work more efficiently, saving time on HR tasks and ensuring easy access to information. Specifically, by empowering individual contributors to make changes themselves rather than having to contact the HR team the company provides the tools for greater productivity and the ability to drive their own careers. And giving managers new oversight of compensation, performance and other HR-related functions helps them make decisions that get the best out of their teams.

Building on the success of the solution, New York Life Insurance continues to work to enhance its HR processes and opt into new SuccessFactors functionality. At some point in the future, the company plans to go live with the mobile version of SuccessFactors, which will allow employees to access information on the go.

Amy Falk concludes: “We’ve undergone a major strategic transformation with the help of IBM and SAP. The biggest change is that employees are empowered to do things for themselves, with the necessary information at their fingertips.”

We worked closely with IBM and SAP to co-innovate—we all shared the same goal.

Amy Falk, Corporate Vice President, New York Life Insurance Company

New York Life Insurance logo

New York Life Insurance

Founded in 1845, New York Life Insurance is the largest mutual life insurance company in the United States and one of the largest corporations in American business. A member of the Fortune 100, it reports annual sales of more than USD 25.6 billion, and employs 12,000 people.

Solution Components

  • FSS: Insurance - Core Insurance - Life
  • GBS AD&I - EA - SAP
  • IBM Global Business Services
  • IBM-SAP Alliance
  • SAP SuccessFactors

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