Context
A leading Dutch insurer was operating a fragmented, on-premise CCM landscape built on platforms including Precisely EngageOne and Objectif Lune OL Connect.
A CIO-led mandate required the organization to transition to a cloud-native environment by 2028, as part of a broader enterprise transformation.
Challenge
The existing environment created multiple constraints:
- Legacy infrastructure, limiting scalability and agility
- Security risks, including reliance on unsupported systems
- Misalignment with regulatory requirements, including the European Accessibility Act (EAA)
- Fragmentation across multiple platforms, increasing complexity and cost
At the same time, the organization needed to define a future-state architecture that aligned with enterprise standards while remaining practical to implement.
Approach
We supported the organization across vendor selection, architecture definition, and migration strategy.
Our role focused on:
- Aligning platform selection with business, regulatory, and architectural requirements
- Designing a cloud-native target architecture
- Defining a practical and phased migration approach
Execution
We worked closely with business and architecture stakeholders to:
- Support evaluation of CCM platforms, including Quadient and Smart Communications
- Define an integration architecture based on iPaaS, enabling flexibility and scalability
- Support the selection of Workato
- Navigate internal governance processes, including securing an exception to standard platform policies
- Develop a structured migration strategy, including:
- Sequencing of migrations
- Identification of dependencies
- Risk mitigation measures
Outcome
The organization established a clear and executable path to transformation:
- Selection and procurement of a future-state CCM platform and integration architecture
- Definition of a scalable, cloud-native target architecture
- A structured migration roadmap, reducing uncertainty and execution risk
- Mitigation of key security and compliance risks
The organization is now on track to implement its cloud-native CCM environment, aligned with its 2028 cloud transformation mandate.
Key Insight
Cloud transformation in CCM requires more than technology replacement. Success depends on aligning platform, architecture, and migration strategy, while effectively navigating enterprise constraints and governance.