M&A Crisis Management and Employee Experience Redesign
When a large insurance and travel organization acquired 40+ independent agencies and transitioned them to corporate process and systems, the project stalled out for a number of reasons. The result – a steep revenue decline and terrible employee morale. Cimphoni was engaged to bring the project back on track. An assessment revealed a host of business processes and technology issues in need of an overhaul. We stabilized and restored revenue generation across the agencies by creating standardized operational processes and technology footprints for all newly acquired agencies. We implemented systems integrations to improve workflows for employees and established clear corporate communication protocols and support systems. We also redesigned the supporting infrastructure to allow for future scalability. Finally, we assessed systems and processes across 160+ independent insurance agencies, isolating inefficiencies and identifying opportunities for standardization. The results included reducing employee effort and overall process flow by 30%.