programs . We used a tailored awareness , desire , knowledge , ability and reinforcement ( ADKAR ) model , in which all our business users were involved in each step in the systems development life cycle ( SDLC ), and their feedback was integrated throughout the process .”
IT delivering value today and tomorrow Changing and modernising the IT infrastructure was another key task , such as leveraging CISCO technologies like Meraki and Umbrella to improve the health and security of the CURE ecosystem . Upgrades to the communication systems were also required to handle the expected growth in business and technological needs . To ensure the call centre had the tools needed on the digital journey , the IT team implemented a modern Genesys Cloud solution through which the number of dropped calls decreased while efficiency increased by 10 %.
Benalan emphasises that every change he and the IT team introduced were designed to serve the organisation ' s mission : to provide affordable car insurance based primarily on one ’ s driving record . To achieve this end and ensure constant improvement
86 January 2022