Industry
Financial Services
Our role
End-to-end digital transformation and managed services
Featuring
Microsoft Azure and Microsoft Sentinel
NFU Mutual is a UK insurer with heritage in the farming community stretching back over 110 years. Today they provide insurance and financial services to farming, business, and individual customers who require insurance and investment products delivered through attentive, local, personal service.
PwC UK worked with NFU Mutual to design and implement a cloud-powered digital platform using Microsoft Azure, introducing flexible, digitally enabled services whilst maintaining the quality, personal customer experience that defines them as a brand. This enabled customers to manage policies, billing, and complete transactions online, freeing up time for customer facing teams to focus on supporting customers with more complex needs as well as driving growth in key strategic areas.
The Challenge
NFU Mutual wanted to modernise how they supported their customers and bring that experience into the digital age – without disrupting their model for highly personalised local service.
Customer feedback highlighted a desire for self-service options without sacrificing NFU Mutual’s trusted, face-to-face service.
NFU Mutual’s customers value a personalised quality service; however, research highlighted that they also wanted the option to self-serve for key activities and to get their documents online, like they can do with other companies.
Rachel Mills, Head of Digital and Direct, NFU Mutual: “As we were introducing an Online Account and Digital self-service for General Insurance customers for the first time, we wanted to work with an experienced and trusted partner, It was appealing that PwC UK could provide both the Design and Build team, but also the PwC Cloud Managed Service capability to manage the platform for us once live, on an ongoing basis.”
“Our ultimate aim is peace of mind for our customers. But expectations are evolving – we have to adapt to an increasingly digital marketplace while staying true to who we are.”
NFU MutualThe Solution
PwC UK collaborated with NFU Mutual to deliver a full-stack digital platform. This included design and implementation of a secure, scalable cloud-based solution, using Microsoft Azure, to create an online customer portal. We have also integrated identity management and cybersecurity tools, including Microsoft Sentinel, to facilitate policy management, billing, and secure transactions.
We took an agile and experience-first approach to this transformation journey. Co-designed with NFU Mutual agents and customers via workshops and user testing then successfully launched a managed service for 24/7 platform support and continuous innovation.
PwC’s Application Evolution Managed Service team embedded development and operations practices, including 24/7 monitoring and service management processes, to deliver comprehensive full stack cloud managed service solution.
Results
A phased rollout approach has been adopted to deploy the digital solution to customer groups incrementally.
Initial customer feedback is positive on the platform – both functionality and user experience - making it now even easier to do business with NFU Mutual at a time and place that works for customers
Mark Minchin, Director, PwC UK: “The success of this project highlights the value of close collaboration and innovation. Together with NFU Mutual, we have created a sustainable digital transformation on a future-proofed platform that can grow in line with NFU Mutual’s customer requirements over time.”
Contact us
UK Microsoft Practice Lead, Chief Technology Officer for Government and Health Industries, PwC United Kingdom
Tel: +44 (0)7841 567089
