NFU MUTUAL customer and how it provides an accessible portal or communication between those customers and the company . Brilliant basics was centred on creating a reputation for delivering service .
To this end , Mann and his team worked tirelessly to ensure that from top to bottom , the IT function worked exactly as it should . This phase in particular , proved a key turning point in the whole modernisation process .
“ That ’ s the heartland of any transformational journey really ,” he says . “ If you can do that , and prove what you ’ re doing is successful , then people in any company will start to believe in you and start to trust in technology .”
Brilliant Basics may have been the first phase of the process , but Mann is keen to stress that it ’ s a phase that continues to this day as NFU Mutual still values that promise of service over anything else .
Phase two : Changing the Game The second phase of modernising NFU Mutual ’ s IT was , once more , focused on what was already in place . Mann set out to use the existing technology to change the way the company does business .
“ It ’ s trying to get our systems to do more of the routine work ,” he says . “ This in turn allows our people to do that very special thing that they are good at , that no one else can do .”
84 February 2018