Customer Success
UnderwriteMe
From silos to networks - a customer-focused transformation
Imagine transforming an entire regional operation in the bustling world of insurance tech, all while maintaining a workplace dynamic that employees love. That was the challenge faced by UnderwriteMe, a trailblazer in the insurance industry. Known for its innovative Software as a Service (SaaS) solutions, UnderwriteMe had been experiencing rapid growth. However, despite their success, they encountered internal hurdles that threatened to stall their momentum.
The Challenge: Growing Complexity
Founded by visionary CEO James Tait, UnderwriteMe had a clear goal: to bring insurers, brokers and customers closer together through cutting-edge technology. As they expanded, so did the complexity of their challenges. Employee surveys revealed critical issues: functional silos, degraded communication and objectives that didn’t always align. These growing pains made it difficult for the team to adapt and respond quickly to market demands, frustrating talented staff.
Time for change
The European management team, led by Nilesh Patel, decided it was time for a radical change. They set a bold mission: redesign the organisation to better align with client needs and enhance operational efficiency, all while preserving their cherished company culture.
The Solution: Self-forming teams
UnderwriteMe began with a transformation of their siloed team structures. We guided UnderwriteMe employees through the creation of four cross-functional teams, each with a mission dedicated to a specific part of the client journey. This shift was designed to foster agility and enhance focus.
Education and training in OKR’s and agile ways of working ensured that the new skills and processes supported the change.
We provided coaching and guidance for the European leadership team to improve their knowledge and understanding of agile leadership principles and practices.
The Results: Up and to the right
Empowering employees to self-organise based on their skills, interests and newly defined missions created a significant shift. It was a leap of faith that not only increased motivation and engagement but also dramatically optimised their workflows.
As these new teams embraced their roles, they began to see remarkable improvements: delivery times were shortened, results improved and employee satisfaction soared.
The use of Objectives and Key Results (OKRs) brought clear direction and measurable goals, aligning every team member with the company’s strategic vision.
Reflections
Leaders and team members reflected on this transformation, emphasising the profound impact of involvement in a continuous cycle of feedback and improvement. Their journey of participatory change became a model for others in the industry.
The story of UnderwriteMe isn’t just about overcoming obstacles; it’s about reimagining what’s possible in the insurance tech industry.
Inspired to see similar results in your organisation? Let’s explore how we can transform your challenges into triumphs together.
