The financial services industry is experiencing many changes in an ever more competitive marketplace, against a background of regulatory pressures and increased risk. Current challenges include merger and acquisition activity, customer retention and streamlining distribution channels to customers. Call centres and the Internet have reduced face to face sales to just 39% from 84% in the early 1990s. This trend is continuing and demands new ways of differentiating products and building customer relationships while containing unit costs.
Metaskil has been helping its clients to tackle these challenges. Our Benefits Delivery Management approach ensures that targeted performance is achieved from post merger integration, new product launches, back office reorganisation and streamlined distribution channels. Our Customer Journeys approach helps organisations to target customers more effectively, deliver additional value to customers profitably and improve retention figures.
Case study: Aviva
Metaskil conducted two major assignments with Aviva's Irish Life and Pensions business. Our consultants worked with the Board to understand the level of service that Intermediaries and Policyholders were seeking, and to define a segmentation model that could deliver that service in an effective and cost-efficient way.
Subsequently Metaskil designed the integrated organisation and distribution channel when Aviva acquired Ark Life from Allied Irish Bank. We defined and initiated the integration programme and provided management focus on delivering the benefits that justified the acquisition.
Metaskil supported the Link management team during the acquisition and integration of Zenith Insurance. The Metaskil consultants worked with the combined management team to design the future organisation and to plan its creation. We formed a new internal consulting capability called "Business Transformation Team" and handed implementation over to them after six months. Metaskil then developed and ran a series of change, management and leadership development courses for the new organisation.
