Client: Leading Insurance Organisation
Employees Impacted: ±500
Industry: Insurance
The Challenge
Customer service was viewed as a support function, not a strategic priority. The organisation needed to align internal processes with evolving customer expectations to create a seamless, high-impact experience.
Our Solution
Whizants used a 3-part approach to build a customer-led value chain and elevate service delivery:
Understanding the Why: Defined personas, mapped value chains, and identified root causes of experience breakdowns
Defining the What: Designed Moments that Matter and addressed employee pain points
Unpacking the How: Built blueprints and capabilities for a future state experience with measurable outcomes
Results
🔹 Customer Service Repositioned as a Strategic Pillar
🔹 Divisional Service Blueprints Aligned to Personas
🔹 Flexible Customer Service Framework Introduced
🔹 Clearer Insights into Touchpoints and Experience Gaps
Conclusion
This case study demonstrates how Whizants helped transform customer service from a reactive support task into a proactive, strategic function. By unpacking the full value chain, defining customer personas, and building experience blueprints, the organisation now delivers tailored, future-fit customer journeys — designed to evolve with their needs.
