Transition and support of a critical platform

Tower Insurance

Tower’s history
In 2019, Tower will celebrate 150 years of insurance provision for New Zealanders, which is a major milestone for this iconic Kiwi company.

Tower has shown since 1869 its ability to innovate, evolve and lead the market with products and services which help ‘Undo’ what the world can at times do.

Tower’s key focus is its customers and providing amazing claims experiences. The company works hard to resolve customer claims as quickly as possible to allow people to move on from any event as soon as possible.

As a best employer, Tower is committed to engaging its people, creating a strong culture and driving transformation to improve the customer experience while challenging insurance industry norms.

Tower’s game changing transformation journey will ensure it has customers at the heart of its products and services today and into the future.

Customer Challenges and Opportunities
As part of Tower’s transformation, a decision was made to implement a new core platform across all of its insurance business. The process resulted in the selection of EIS to replace the existing platform.

During the implementation process, the incumbent platform provider advised it would no longer be able to provide support for their InsuranceFaces and Encore applications.

This issue left Tower facing the challenge of either accelerating its migration to the new EIS platform or finding a new partner to provide continuity of support and allowing the transition to EIS to stay on track without risk.

How We Helped

Both applications, InsuranceFaces and Encore, are critical to Tower’s business success, with hundreds of employees reliant on these applications. Optimation’s experience and ability to respond quickly with a seamless transition was essential to enable Tower to have continuity of support and confidence with the quality of support.

Optimation proved to be the best option to provide Application Support and Service Delivery to these core systems.

Optimation’s 26 years in market provide the experience, capability and expertise that aligned perfectly to Tower’s needs. Application transition, support and modernisation are core to our DNA.

"Optimation has been great to deal with, they swiftly stepped in at a time where support transition was crucial for this service. They arrived with a collaborative and considerate approach and their responsiveness was outstanding"

- Liz Cawson – Head of IT Support, Tower Insurance


The Outcome

Our Support practice is ITIL-aligned to ensure compliance with best practice but we know a rigid one-size-fits-all approach won’t suit everyone. For this project, we have worked closely with Tower to create an application support model tuned to suit their business needs and priorities, which involved:

-        Application Management

-        Application Incident Management

-        Application Maintenance

-        Application Recovery Plans

-        Service Continuity (24 hours)

-        Information Security Management

-        Failure analysis

-        Change management

-        Service level compliance

The smooth transition and continuity of work on this project as an outcome was achieved by using proven processes and methodology coupled with a strong partnership between Optimation Support and Tower’s IT leadership teams.

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