Summary

Less administration, more time with customers

Manual administrative work at BHP Insurance took time away from advising customers. Finance director Aiden Lacey had to set aside time once or twice a month to update motor rates, which caused downtime. Customers also expected real-time, digital service. 

BHP now hosts Applied Relay, its established broker management system, in Applied Cloud, where automatic nightly updates take care of the motor rates. Customers manage their own insurance information through a self-service portal and mobile app, and staff see claims data, account information and documents on their phones, so more of the team's time goes to advising and servicing customers.