the technologies are starting to align .” Within the industry , this digital transformation of business processes is generating a cultural shift alongside the marked boosts in operational efficiencies . “ Very profitable companies would just hire more people to solve a business problem . You would see these huge insurance companies throughout the world that had thousands and thousands of employees because they had to be able to do a certain amount of manual work to support the business ,” she says . The streamlining and cost reductions that run in tandem with this minimisation of manual processing is met with a shift in the staff an insurance firm needs . The restructured processing gives rise to a host of knowledgebased roles whereby staff are required to apply their experience , understanding and risk assessment skills when necessary . The result of this digital transformation ’ s optimisation of business processes and reorganisation of employee structures ultimately benefits an insurance firm ’ s customers . The translation of minimised business costs into cheaper premiums for customers is met with a vastly improved service and customer satisfaction , with faster turnaround times , fewer complications , and a smoothness of proceedings for claimants . “ Everybody wants the Amazon experience ,” Fisk says , and Hyland ’ s platforms are going a long way towards helping firms make this dream a reality .
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