Business & technology consulting for an insurance broker

Current state evaluation

Itransition conducted a holistic review of the customer’s business, organizational structure, and technical landscape. Key deliverables included:

• Business model canvas
  A structured overview of the customer’s business model, covering key partnerships, activities, resources, value propositions, channels, customer relationships, customer segments, cost structure, and revenue streams
• Organizational structure mapping
  Documentation of departments and their respective responsibilities
• Process flow overview
  A high-level map of core business processes, including policy intake, maintenance, renewal, cancellation, billing, and collections
• System landscape overview
  Identification of key systems and their roles, accompanied by a Wardley Map illustrating the maturity of current technologies

Challenge analysis

We focused on the analysis of key challenges faced by the business, uncovering a range of issues across business operations, data management, and technology infrastructure. Our team prepared a detailed description of detected issues for each of the above-mentioned areas along with the summary of associated technical risks.

Business process analysis

Itransition thoroughly analyzed the customer’s core business processes, including insurance policy intake, maintenance, renewals, cancellations, billing, commissions, claims, and compliance. For each process, we identified and summarized operational pain points and proposed targeted improvements to enhance efficiency, data quality, and customer experience across the insurance policy lifecycle.

Transformation strategy development

In collaboration with the customer’s team, Itransition developed a future vision to guide the transformation strategy. This included:

• Systems landscape vision
  A conceptual overview of future system components with expected key capabilities, designed with technology choices remaining flexible based on functional and non-functional requirements. Key additions included a central data repository to manage data flows between core systems, extensive integrations between enterprise systems, a unified data warehouse, and a client self-service portal
• Technology recommendations
  A proposed architecture for the future system, outlining specific recommendations on technological platforms and principles and including an updated Wardley Map to illustrate the expected maturity of the envisioned systems
• Strategic proposal to support the customer’s growth targets:
  Modernizing data infrastructure and processing through the development of a data transformation tool, establishing a clear data architecture, and replacing the legacy policy management solution with a modular, API-first, cloud-native platform (e.g. Salesforce Financial Services Cloud). Additionally, automating billing operations and improving revenue forecasting, as well as expanding capacity through platform and process evolution, including system integration, enabling enterprise reporting, and carrying out process modernization to fully benefit from the capabilities of new systems

Transformation roadmap delivery

To support the implementation of the future systems vision, Itransition proposed a phased roadmap, designed to balance short-term impact with long-term sustainability. We identified automation as the natural starting point because it operates independently of other systems and enables early value delivery, such as reducing manual workload. In parallel, we envisioned Artificial Intelligence as a cross-cutting capability to enhance automation by handling tasks like data entry, validation, and ticket processing, thereby reducing effort and improving accuracy.

We also developed a structured data migration plan with clear business objectives. The goal was to ensure a safe, efficient, and smooth transition from the legacy custom policy management solution to Salesforce Financial Services Cloud, with a focus on maintaining data integrity, operational continuity, and alignment with future system capabilities.

Finally, our team provided supporting materials such as process maps and interview notes gathered during the consulting engagement