As the Card Division of Nedbank was already an ActiveOps customer the vendor selection was based on demonstrable operations efficiencies.​​​​

Following the ActiveOps deployment phase, Nedbank Insurance established a single real-time view of all operations performance, work volumes, and capacity leading to a 15% increase in productivity in year one and a further 15% in year two.​​​​

The implementation took place after a health check review. The first step included simulation training for Team Leaders and Managers. Awareness was rolled out to all Operations team members who had to capture productivity tasks into AOM manually. After two years, NI introduced “Connect”, which enabled AOM to be integrated with the business’ Policy Admin system. In hindsight, NI should have considered this step earlier.

• Funeral claims reduced from 48 to 24 hours;
• Death claims reduced from 10 to 7 days;
• Retrenchment claims reduced from 10 to 7 days; and
• Policy Servicing reduced from 4 days to same-day

• AOM Academy and other training have been incorporated into the Operations curriculum to ensure a standard that is achieved across all leaders.
• Team leaders are now able to manage proactively through daily buzz meetings with decisions based on trusted performance data. Best practices and top performers are easily identified, enabling the recognition, coaching, training, and improved engagement of all team members.
• Active decisions are now made at planning and variance meetings to plan resources, training, and the movement of team members between teams in anticipation of forecasted work volumes and available capacity.
• Manual processes are now accurately monitored for continuous improvement and suitability for automation.
• The operations management team is now better equipped to compile and submit compelling business cases for operations changes and approval of headcount.
• Using the ActiveOps maturity model as a guide, the management team is able to quantify and identify the level of maturity within key aspects of their operations, which can then be focussed on and improved.
• ‘Working from Home’ after implementing the business continuity plan during the Covid-19 lockdown was enabled through AOM planning and measurement. It was easy for management to identify where volumes had dropped and which areas needed more support.