John Hancock Launches Multi-Year Project to Consolidate Legacy Systems

Last month, John Hancock, a division of Manulife, announced the launch of a four-year project to implement a single, integrated platform to provide its life and annuity customers with a holistic and digital experience as part of its broader ambitions to digitize operations. The company has selected Infosys to accomplish this.

“As we transform John Hancock into a digital, customer-centric leader – with offerings ranging from John Hancock Vitality to the financial advice app Twine – it is critically important that our IT infrastructure supporting in-force customers also delivers an exceptional experience. We are delighted to be partnering with Infosys to achieve our goals” – President and CEO of John Hancock Insurance, Brooks Tingle.

Upon completion, several legacy systems will be consolidated and John Hancock will be able to provide customers with a more digitally enabled experience across insurance products. John Hancock will retain direct responsibility for all customer interactions, including through its contact center.

“Consolidating multiple legacy systems into a single, integrated platform will reduce the cost of supporting closed in-force blocks of business and increase opportunities to leverage advanced analytics to reengineer the customer experience. This partnership will help us modernize, increase flexibility, and move faster in our global ambitions” – Head of North American Legacy business, Naveed Irshad.

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