MetLife Modernizes a Traditional Business
- Refresh the life insurance experience for middle market consumers
- CSC's end-to-end business process outsourcing services
- Faster product launches
- Simplified customer service
- Improved flexibility to drive new direct-to-consumer models
MetLife is a leading global provider of insurance, annuities and employee benefit programs. With 90-million customers worldwide and a 145-year legacy, MetLife continues to innovate, forging a bold path into previously uncharted territory, such as selling life insurance through mobile devices and offering prepaid insurance at retail outlets like Walmart.
Going Direct to Consumers
CSC's partnership with MetLife is far reaching. In addition to providing product development support and fraud analytics, CSC also provides comprehensive business process outsourcing services including billing, mailing and call center support. "Once a customer becomes a customer, it's being done either on a CSC system or by a CSC employee acting on MetLife's behalf," says Manish Bhatt, MetLife's senior vice president, Direct Business and Global E-Business.
Bhatt uses the term “frictionless” to describe what it's like to work with CSC. "Our partners in the relationship side get our business. The folks who do the work, whether they’re in the business process services end or the IT development end of implementing our product admin system, they’re just professionals. They understand what they’re trying to do and get it done."
When confronted with complex technical challenges, CSC’s can-do attitude impresses Bhatt. "It's a lot of people saying, 'You can’t do that,' and the way CSC helps us with this is they pretty much never say that," he says.
For example, when MetLife wanted to introduce a new line of prepaid life insurance products at Walmart, they turned to CSC to help with the launch, set up and run a virtual office for the new channel, and host all the systems. This fresh approach addressed MetLife’s goal to offer simpler products and provided them with improved flexibility in a swiftly changing marketplace.
Bhatt says that the best part of the partnership is that CSC serves as a good complement to MetLife. "It’s this sincere interest in learning and doing things different. Let's be honest, CSC is the market leader in policy admin systems and yet they want to change and grow, just like us. And that's what is important, it’s that curiosity, and willingness to learn."