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Customer Profile DELA | Mavim | YouTubeToText
YouTube Transcript: Customer Profile DELA
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DELA, an insurance and funeral care cooperative, is leveraging the Mavim platform to manage complex IT transformations and ensure compliance, ultimately aiming for continuous compliance and improved operational efficiency.
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My name is Alfo Melisse. I'm the Chief Information Officer of DELA cooperative
which is an insurance & funeral care company in The Netherlands.
When DELA started out in 1937, we had one vision:
everyone deserves to have a funeral, even at a time when a lot of people in The Netherlands were living in poverty.
We have built on that promise ever since. And today we are an international company with over 4 million customers in 3 countries.
Working with Mavim means that we can meet our goals, even when we’re in the middle of a strategic transformation.
We’ve got a strong reputation for being the best large-company employer in the Netherlands.
And we’ve already reached twice the customer satisfaction score that we set as our goal for this year.
Right now, we’re improving our customer journeys for funeral services and funeral insurance.
And to do that, we knew it would take a transformation in our IT landscape.
That transformation is extremely complex, amongst others, because there are so many controls in our industry that we have to comply to today.
We are currently working with an integral risk framework of about 130 controls.
That’s where we started working with Mavim.
The Mavim platform helped us to formally specify all the changes and incorporate them into our processes.
Today we’ve been able to create a compliance framework that we can use to carry out our everyday activities.
And we’re working towards automating our compliance reporting instead of spending weeks each year getting our compliance documentation in order.
The basic idea is to create a compliance framework that our employees can take on board and make a part of their everyday work.
Mavim gives us an integral risk management framework that will seriously reduce our compliance costs.
It’s helping us to create a situation in which our compliance framework can actually automatically be fed by the work that’s carried out within the IT landscape.
And then we’re just a small step away from automatically flagging any deviations from the norm and notifying the people responsible.
And once we get to that point, we’ll basically have achieved a kind of continuous compliance.
The beauty of having a platform that combines your risk framework and the specifications for the transformations is that these two things go hand in hand.
And ultimately, that means better quality, which ultimately leads to lower costs.
One of the beauties of Mavim is that it's built for collaboration.
So, people automatically receive “triggers” when it’s time for them to do a check, or if they need to perform a process and report on it.
And it lets our team members provide feedback, so we can keep optimizing our processes.
The Mavim platform is a single “source of truth” within our company and everyone is working on it to maintain it.
We’ve also started using Mavim for process mining, which gives you a clear view of how people are actually working, so you can keep everyone on track.
With process mining, we can see that we’ve strayed from the customer journeys,
or see where this customer journey—which we think provides excellent customer service—isn’t being achieved in real life.
Mavim helps us be the kind of company that our customers and employees want to work with.
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