Case Studies

Background

Westland Insurance, a leading Canadian property & casualty (P&C) broker, faced industry-wide challenges including low digital adoption, increasing consumer expectations for digital channels, and operational inefficiencies tied to legacy systems. Recognizing this, Westland launched a comprehensive multi-year transformation to modernize its technology platforms, improve client experiences, and drive growth.

Objectives

• Grow revenue: through new digital sales channels, improved cross-sell/upsell and retention using AI/ML.
• Increase efficiency: by modernizing workflows, automating tasks, and reducing technical debt.
• Reduce risk: addressing cybersecurity gaps, standardizing processes, and leveraging AI to mitigate E&O risks.
• Enhance customer & employee experience: via omnichannel engagement, faster service, and robust analytics.

Approach & Strategy

• IT & Infrastructure Modernization (2020-2023)
  • Replaced aging infrastructure with scalable, secure platforms (cloud, O365, Intune, SCCM).
  • Rolled out unified communications, national Wi-Fi, and new endpoint security (XDR, MFA, SOC).
  • Standardized endpoint hardware, implemented BCP, and completed a full security transformation.
• Core Platform Transformation
  • Deployed Acturis as a national Broker Management System (BMS) to consolidate disparate systems.
  • Introduced MDM and built an enterprise data warehouse on Azure to enable a single view of data.
• Digital & Data Strategy (2022-2025)
  • Launched a multi-channel eCommerce and contact center platform to serve personal lines initially, with phased rollout for commercial lines.
  • Established a robust data strategy to enable predictive analytics and AI/ML, supporting use cases such as:
    • AI-driven lead scoring for advisors.
    • Retention models triggered by at-risk signals.
    • AI-powered E&O checks to reduce coverage gaps.
• Omnichannel & Customer Experience
  • Transitioned from manual, siloed processes to an integrated omnichannel environment including chat, SMS, live chat, and self-service portals.
  • Redesigned products to simplify question sets for digital quoting and purchasing.
  • Created a seamless advisor/client workflow across channels.

Key Results (To-Date & Expected)

• Standardized and modernized IT across the enterprise by 2023, with reduced operational risk and improved scalability.
• Established a national platform (Acturis + data lake + CCaaS), paving the way for advanced analytics and automation.
• Deployed pilot and full-scale digital sales experiences, expected to significantly increase digital-originated revenues by 2025.
• Positioned Westland to transition from descriptive to prescriptive analytics, using AI to recommend next best actions.