Groupe Mutuel, based in Martigny, Switzerland, provides a wide range of insurance services to more than one million customers representing 1.8 million insurance contracts. The company, made up of 14 loosely coupled business units, is the second largest health insurance provider in Switzerland.
Their goal? Much like all of us, it is becoming number one in the Swiss health insurance market! So what did Groupe Mutuel need to do? They had to become more flexible and cost efficient—but without changing the decentralized structure that is a pillar of its business model.
They mapped the key components of its business processes and built an ESB-based infrastructure that enables the reuse of services across all 14 of its business units. They reduced operational costs through the standardization of backend processes while reducing the time and cost of integrating new acquisitions via SOA-based integration that ultimately allows them to bring new insurance products to market faster.
The results impacted customer satisfaction and retention! For instance, the company's ability to provide an overall “portfolio” view of each customer’s coverage profile positions it to respond to the growing importance of consumer-oriented offerings.