FWD GROUP
Platform strategy drives customer-led ambition Building on this foundation, FWD has developed a four-platform strategy that focuses on creating integrated ecosystems rather than isolated applications.
These platforms – FWD Omne for customer engagement, FWD Cube for distribution, FWD Opus for management woperations and OneMod as an overarching platform – are designed to provide consistency across markets while allowing for necessary customisation.
“ We’ ve moved from an applicationled approach to an ecosystem-led, platform-driven model,” Sandeep says. For example, we have streamlined the end-to-end sales journey through FWD Cube, which is primarily utilised by agents. FWD Cube seeks to maximise the agent lifecycle from recruitment and onboarding to sales by offering a unified experience through tablet, web and mobile apps.
The customer platform, FWD Omne, provides a consistent experience across digital channels.“ Whether customers interact with us through the web or our app, they receive the same experience,” explains Sandeep.
“ We’ ve launched FWD Omne in five of our 10 markets and are expanding to the rest.”
This platform approach is particularly important for FWD Opus, the operations management platform, which Sandeep describes as having a modular,“ Lego block” architecture.
Through FWD Omne, insurance can be managed quickly and easily as illustrated opposite
The name itself has meaning –“ Opus stands for Operations Platform for Us,” Sandeep clarifies.
The modular design allows for 70 % reusability while maintaining flexibility.“ For Japan, which is primarily focused on the IFA channel for distribution but not agency or bancassurance channels, we can configure a lighter version rather than implementing everything,” he explains.
The fourth platform, OneMod, acts as a“ platform of platforms,” encapsulating all the other three platforms and dividing the entire tech stack into distinct layers.“ We’ re truly modularising our tech stack group-wide, across all applications without exception,” says Sandeep.“ We’ re dividing everything into experience
108 September 2025