Mansoori believes that to make an organization digitally nimble, not only the tech stack needs to be rewritten but customer journeys need to be transformed too. He says digital transformation is not only about using automation to get the efficiencies but more about providing the right kind of experience to the customer in terms of journeys and performance.
“This is where the cloud comes into the picture which enables us to get rid of the dependencies on the local infrastructure and the performance issues that are otherwise irreparable. There is a significant dependency on the people unless you are doing proper upkeep, capability planning, deficit planning and ensuring that the customer is getting the right level of performance, irrespective of the location he / she is connecting with us. That’s where Cloud technology makes life so much easier, ”said Mansoori.
At the moment, HDFC Ergo’s workloads are largely on-prem based (barring a few SaaS platforms). However, the company’s aim is to move more workloads on the cloud.
“Our campaign management system is on the cloud along with a few other applications but we are more reliant on on-premises category and at the moment we are working on our strategy of how to take our organization on the cloud,” Mansoori said.
Due to the security and data privacy challenges, the BFSI industry has been quite reluctant with the public cloud in the past. This is why organizations are either opted for private cloud or on-premises.
However, things are changing as organizations are strengthening their cyber risk posture and getting more comfortable with public cloud, believes Mansoori.
HDFC Ergo is in the process of formulating the KPIs for selecting a cloud service provider (for large scale shifting).
“At this moment, we have not chosen any cloud partner for the larger IT infrastructure, right now we have started our journey with the Oracle Responsys for the benefits that it brings. As we speak, we are working on our strategy. We will come with the RFP and go through a detailed process before we choose the right partner, ”he added.
HDFC Ergo is leveraging Oracle Responsys Cloud to build contextually relevant digital marketing campaigns across email and SMS channels for their customers and policyholders.
Oracle Responsys Campaign Management is used as a centralized multi-channel communication hub to deliver highly personalized communication to organization’s policyholders at scale, catering to both scheduled batch-based and triggered API-driven campaigns.
“More than six departments have been able to provide personalized customer communication with ease by leveraging dynamic communication templates spreading across On-Boarding, Renewal, Claim journey for each of the product lines of Health, Motors, Home, Personal Accident based on customer frequency and TAT, ”he said.
Talking about the future of corporate-owned data centers, Manoori says, it is very important for organizations to stay up to date with the ever-evolving technology.
For organizations that are more reliant on on-premises solutions, it will take huge investment to stay updated with the latest technologies. Also, there is a chance of missing out on some technologies as it takes a good amount of time in shifting from one investment cycle to the other.
“Going forward, I see cloud taking a larger share of on-prem solutions. It would be an interesting play to see because at the end of the day economics is also going to play a big role. The price of tech solutions also needs to come down which will make it easier for an organization to easily move towards the cloud, ”maintained Mansoori.