Building a Customer-Centric System in Record Time

Building a Customer-Centric System in Record Time

On 9 February 2004, Aviva Singapore successfully launched a new web-based investment platform. This took place within 6 short months of the decision to consolidate the Navigator business under the Singapore Life operations.

Navigator is a comprehensive financial services tool which aggregates unit trust investments for financial advisers and their clients. It offers online tracking of investments and portfolio management, and consolidated reporting. First established in Australia in 1990, Navigator today manages funds in excess of AUD$9.0 billion there.

New and Improved
With the consolidation of business, the Singapore team has rebuilt the entire system. This new infrastructure comes with increased capability. The platform now presents information in a customer-centric manner, making retrieval of information more intuitive. Functions such as fund prices and fund summaries were added after the smooth and successful migration of data from Australia to the new system in Singapore. By the middle of 2004, the expanded capability will cater to International Financial Solutions (IFS) offerings supporting business from Malaysia, Hong Kong and the Middle East. Going forward, Aviva plans to house the full range of protection and savings products under the Navigator platform. The ultimate aim would be to present a single access for a customer to view his or her entire portfolio with Aviva.

The Dream Team
The success of the project would not have been possible without the team comprising members from IT, Customer Services, Change Management, Finance, Marketing and Distribution Departments, who worked relentlessly towards the goal.

For Sarah Cheong, Project Manager, "The project has been very exciting because of the many challenges presented. It has also provided many fun learning opportunities along the way. The enthusiasm and 'CAN DO' attitude of the project team, with support from the management team made it possible to launch this ambitious project within the extremely tight schedule. The sense of achievement at the successful launch made it all worthwhile."