Suncorp Sets Focus on Upgrading to a New ERP System

Suncorp is in the midst of a significant multi-year technology transformation program aimed at modernizing its enterprise resource planning (ERP) system. As part of this initiative, the insurer is implementing a new human resources platform and a managed payroll service, while also working to consolidate its financial management systems to streamline backend processes. According to Suncorp CIO Adam Bennett, this transformation will simplify business operations and rationalize systems across the entire employee lifecycle.

During an investor strategy update on November 6, Bennett revealed that the insurer’s focus remains on improving internal business functions through the deployment of generative AI, with approximately 20 use cases under development for FY25. These AI initiatives will initially target internal functions to augment employee capabilities, with plans to expand to customer-facing applications as the technology matures. Bennett emphasized that Suncorp’s AI efforts are still in the early stages, and the company’s focus is on low-risk use cases for now, while preparing to scale customer-facing AI solutions in the future.

Leading the generative AI efforts at Suncorp is CTO Priyanka Paranagama, who was appointed as the executive general manager of AI Transformation in September. In addition to developing AI capabilities, Bennett noted that Suncorp has introduced enterprise-wide AI training programs, including hackathons, formal training, and reskilling initiatives, to ensure staff are equipped to leverage these emerging technologies.

Beyond generative AI, Suncorp’s digital transformation includes over 100 traditional AI use cases and the deployment of Microsoft Copilot across its SaaS platforms. The company has also scaled its automation efforts, with 470 software robots deployed across the business, automating 30 million transactions in the past financial year. Furthermore, Suncorp’s digital channels have seen more than 2 million chatbot interactions, illustrating the growing role of AI in customer engagement.

In its continued efforts to enhance the customer experience, Suncorp is undertaking a significant upgrade to its contact center infrastructure by replacing its existing Genesys system with a new, cutting-edge cloud-based platform. This transition is part of Suncorp’s broader strategy to modernize its operations and better serve its customers in an increasingly digital world. The new system is designed to seamlessly integrate advanced artificial intelligence (AI) capabilities into its assisted customer service processes, enabling more efficient and effective interactions with clients.

The integration of AI into the contact center is expected to bring a host of benefits. AI-driven tools will enable customer service representatives to access real-time insights and recommendations, helping them resolve customer issues faster and more accurately. Automated systems will also handle routine queries and tasks, freeing up agents to focus on more complex customer needs. This will result in reduced wait times, more personalized interactions, and ultimately, greater satisfaction for clients. Moreover, AI’s ability to continuously learn and improve will ensure that Suncorp’s contact center remains adaptable and responsive to changing customer expectations and demands.

Beyond improving the immediate customer service experience, this upgrade represents Suncorp’s broader, long-term strategy to embed AI-driven solutions across its entire organization. By leveraging AI across both backend and customer-facing functions, Suncorp is positioning itself to drive operational efficiencies and enhance service quality. The contact center overhaul is a crucial step in this process, as it allows the company to better manage customer interactions while also gathering valuable data to inform future improvements in its services and offerings.

This initiative aligns with Suncorp’s overall digital transformation goals, which include reducing operational costs, improving speed and accuracy in customer service, and creating more personalized, tailored experiences for its clients. By integrating AI into its service offerings, Suncorp is not only streamlining internal operations but also setting a new standard for customer engagement in the insurance and financial services sectors. With AI continuing to evolve, this upgrade ensures that Suncorp will remain at the forefront of innovation, providing customers with an enhanced, future-ready service experience.