How DXC Technology Uses ServiceNow to Improve Life Insurance Operations
At the ServiceNow Knowledge 25 event, Dan Stanovich, RGM for Americas Insurance Life BPS at DXC Technology, shared insights on how DXC leverages ServiceNow’s AI-enabled platform to streamline life insurance workflows, reduce costs, and enhance customer service.
DXC Technology and Its Insurance Division
DXC Technology is a major player in technology services, with its Insurance Software & BPS division ranking among the largest providers globally for insurers. Their partnership with ServiceNow focuses specifically on this division, combining DXC’s deep insurance expertise with ServiceNow’s platform capabilities.
Choosing ServiceNow and Early Collaboration
DXC evaluated several workflow solutions before selecting ServiceNow for its advanced technology and unified system view. The collaboration is built on shared values and trust, with a clear focus on leveraging AI and automation features that DXC could not develop internally. Their goal is to simplify operations while tapping into ServiceNow’s AI strengths.
Combining Industry Knowledge with Technology
Stanovich highlights how DXC’s insurance process know-how combines with ServiceNow’s platform to modernize legacy systems. DXC contributes industry-specific intellectual property and customer process expertise, while ServiceNow provides the technological foundation for transformation.
AI Adoption and Organizational Readiness
Stanovich observes that the insurance sector is now more prepared to embrace AI. DXC is already applying new ServiceNow solutions within its BPS operations to prove their effectiveness. Demonstrating tangible benefits from AI and process simplification helps motivate broader industry adoption.
Addressing Inefficiencies with Automation
Insurance operations often suffer from fragmented systems requiring manual coordination, leading to errors and quality issues. DXC’s new approach simplifies and automates these processes, improving productivity and enabling the handling of increased business with fewer resources. This benefits both employees and customers.
Marketing and Customer Engagement Strategies
DXC offers two main options for customers: outsourcing their life insurance services to DXC for comprehensive management or adopting Assure BPM as a SaaS platform. The SaaS offering includes pre-built workflows informed by DXC's experience with 30+ clients, enabling rapid implementation and quick productivity gains.
Overcoming Organizational Challenges
Stanovich suggests that outsourcing to DXC can break cultural and organizational barriers that often hinder new technology adoption. Outsourcing enables process improvements and productivity boosts by removing internal resistance.
Simplifying Life Insurance System Complexity
Life insurance firms often juggle multiple policy administration systems. DXC’s solution focuses on fixing the top layer by using Assure BPM to integrate with existing back-end systems. This method delivers immediate improvements in user experience, cost efficiency, and quality while gradually addressing deeper system issues.
For insurance professionals interested in AI and automation tools that support such transformations, exploring trusted training resources can be beneficial. For example, Complete AI Training’s automation courses provide practical insights on these technologies.
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