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PE - Mid-Market Insurance Services Organization
PE - Mid-Market Insurance Services Organization
Objective: Achieve growth through acquisitions and prepare for an eventual exit event.
Challenges:
Client services team funneling feature updates to IT
Unstable appraisal and underwriting platforms
Financial platform incapable of handling muti-company model
Inconsistent field pay levels
Customer onboarding delays (6–12 weeks)
Lack of project management, helpdesk, and governance processes
Struggling with customer security audits
Approach:
Build customer stratification
Assess IT capabilities and prioritize initiatives
Stabilize and standardize the technical platform
Implement governance, project management, and service delivery processes
Standardize product offering
Reorganize IT and upgrade skillsets
Establish security and compliance programs
Key Results:
EBITDA increased by 2.5 times
99.99% uptime sustained
Customer onboarding reduced from 6–12 weeks to <2 hours
IT spend shifted from 95% tactical / 5% strategic to 55% / 45%
Operational costs reduced by 40% ($1M)
New digital product generating a new revenue stream ($900K)
SOC 2 Type 2
Innovation Highlights:
Google Maps-integrated call center product
Developed field operations mobile app
Digital call center product for fast UW decisioning
Salesforce/HubSpot/Twilio integration for claims adjuster roster management
Integrated financials for improved field cost management
Modernized claims management system
Mid-Market Mortgage Bank
Mid-Market Mortgage Bank
Objective: Modernize all lines of business, customer experience, improve security posture, improve IT execution and reduce IT costs.
Challenges:
Outdated unsupported loan origination system with manual processes
Frequent network outages and outdated technology
120 IT control gaps with a regulatory MRA
No cost-per-loan visibility or project governance
High cost loan origination
Approach:
Assess IT maturity, project portfolio, IT skillsets and IT spending
Implement BI data and reporting
Modernize core platforms and customer experience
Sunset mainframe and refactor/eliminate legacy applications
Implement PMO, IT steering committee, and UAT dashboards
Build new IT security and compliance capabilities
Key Results:
New customer experience
99.9% uptime sustained
IT cost per loan reduced by 30%
Call center call reduced by 25%
Annual IT costs reduced by 25% ($4M savings)
Regulatory rating improved from Level 3 to Level 2
IT development delivery reduced to 178 days to 30
SOC 2 Type 1 & 2 accreditation achieved
Innovation Highlights:
Digital mortgage point of sale
Digital borrower portal
CRM and digital marketing campaigns
Mobile banking
Digital loan processing
Business intelligence dashboards
Modernized loan origination platform
Modernized loan servicing platform
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