Back to Case Studies

E-Commerce Transformation


Leading Resolutions were engaged to deploy a major transformation and delivery programme, in partnership with Reliance Mutual.The programme, which kicked off in June 2013, was to launch a new online wrapped insurance product under a new brand.Leading Resolutions had change and delivery responsibility for all aspects of the programme from technology to sourcing. Technology changes were underpinned by the introduction of a new website, whilst new supporting back office systems ran under a Software as a Service (S.a.a.S) agreement.


The Transformation entailed the analysis and implementation of major changes to existing processes as well as the introduction of new business processes across the business.Extensive changes in Reliance Mutual personnel, both in terms of numbers and skillset, led to the reorganisation of a number of departments including IT, and the creation of a new contact centre.

A team of highly experienced Leading Resolutions consultants drove the Programme, providing consultative delivery experience from project management, business analysis, PMO and testing through to supporting the definition and introduction of all service management activities and managing supplier selections. The programme was a true partnership - for the entire duration of the assignment the Leading Resolution team worked alongside Reliance Mutual in both a mentoring and skills transition capacity. The working relationships were incredibly strong and applauded as a key success, by the client.


The programme was completed, with a successful public product launch in November 2014. Leading Resolutions used their 7 stage programme methodology, to deliver the programme, taking control and responsibility for the delivery of concept and feasibility papers, business cases, planning and design phases, reports and finally the build and test phases.In addition, Leading Resolutions supported Reliance Mutual in their selection of key partners, for IT and marketing agencies. Using their robust vendor selection process, key suppliers and fit for purpose contracts were secured and implemented, reflecting the importance and value of service.

Leading Resolutions were key to the success of this significant programme which fundamentally changed our business.The team led this complex programme with great sensitivity and drive; always operating with our best interests at heart.They were pivotal in ensuring that the product was launched in a timely and cost effective way and I would not hesitate to recommend Leading Resolutions as a strategic partner.

Clive Allison, Sales and Marketing Director and Sponsor, Reliance Mutual