CUSTOMER SUCCESS STORY | PROCUREMENT TRANSFORMATION
HOW A MULTINATIONAL INSURANCE COMPANY TRANSFORMED THEIR END-USER EXPERIENCE
THE COMPANY
IAG is the largest general insurance company in Australia
As the country’s number one insurer, IAG provides an extensive range of insurance products and services that protect millions of individuals, families, and businesses across Australia. With a strong commitment to innovation and customer service, IAG continues to be a trusted partner for Australians, ensuring peace of mind and financial security in an ever-changing world.
THE CHALLENGE
They struggled with an unwieldy procurement system that was underutilised
IAG’s procurement solution, Ariba, had become cumbersome and difficult to use, leading to low adoption across the organisation. The system’s complexity caused inefficiencies as employees resorted to manual workarounds, while key spending remained largely invisible at the executive level, complicating strategic decision-making.
Bloom was an outstanding delivery partner for a challenging remediation. They closely managed all aspects of the work, took great care to ensure the delivery was “right the first time” and displayed exceptional interpersonal skills at managing different relationships.
Fiona Barnes, ANZ Finance Project Manager
THE SOLUTION
IAG partnered with Bloom Consulting to transform their procurement process
To address the challenges IAG faced, Bloom Consulting collaborated closely with IAG to overhaul their procurement system, focusing on user experience and process efficiency. Key improvements included:
- Upgrade of the Ariba Solution to ensure it met modern standards and reduced the complexity that had hindered user adoption.
- Deployment of SAP Ariba Guided Buying in order to transform the end-user experience into a more intuitive, retail-style shopping environment, promoting better purchasing practices without requiring policy changes.
- Simplified business processes to minimise manual workarounds, increasing efficiency and making the system more accessible to users across the organisation.
- Enhanced user adoption to encourage greater adoption, allowing IAG to realise the full benefits of the upgraded system.
THE OUTCOME
The collaboration with Bloom Consulting established IAG as a leader in procurement innovation
By focusing on enhancing the user experience, the IAG’s initiatives led to:
- Recognition as an Innovation Leader - Procurement at IAG was acknowledged as a leader in innovation within the company, significantly improving its reputation in a customer-oriented environment.
- High Adoption and Best-in-Class SAP Ariba Usage - The rapid deployment of the solution across the business, coupled with high adoption rates, positioned IAG as a best-in-class user of SAP Ariba.
- Seamless Transition and Exceptional Quality - The transition was executed in alignment with the product innovation roadmap, meeting time and budget expectations, with zero issues during the go-live phase.
- Foundation for Future Enhancements - The project laid the groundwork for future improvements and empowered the newly established team to continue driving innovation.
- Enhanced Team Capability - The initiative also uplifted the skills and capabilities of the existing team, ensuring long-term sustainability for business-as-usual (BAU) operations.
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