The mobile app platform also benefited ICICI Lombard's surveyors. When a four-wheeler is damaged, for example, a fairly comprehensive survey is conducted to process its claim. To shrink the time those processes take, ICICI Lombard's IT team issued tablets to its surveyors. "Now using an app on the tablet, our claim surveyors can pull up case details, take pictures, tag these to various categories, and complete the entire workflow. This has improved their productivity by 30-40 percent; where a surveyor could survey about six cars a day, he can now do much more," says Medury.

ICICI Lombard has always been fairly bullish on emerging technologies. So it was only natural for top management to embrace mobile technologies just as long as the top line, the bottom line, and the customer were all kept happy. And Medury ensured his business case did all of that.

"We built a value-based business case grounded in business reality. We also kept a sharp focus on the implementation so that it would pave the way for enterprise value. It was clearly a technology-led business transformation move," he says.

What really got management nodding, says Medury, was the solution's ability to do much of the heavy lifting for the business, thereby increasing productivity, enhancing customer-centricity--and creating competitive advantage.