Markerstudy Group Builds a Trusted Partnership with Hitachi Digital Services for Scalable Insurance Growth

Markerstudy Group is one of the UK’s leading general insurance services providers, protecting millions of customers through a broad range of products and services. As the business scaled primarily through acquisition, it strengthened its market position but also inherited the complexity that often comes with fast growth: duplicate systems, integration challenges, technical debt, and cultural friction.

The organization needed more than a technology supplier. It needed a partner that could work inside a complex, regulated, 5,000-person insurance environment; balance innovation with business readiness; and help assess where emerging technologies could deliver practical value without overwhelming the business or creating vendor dependency.

Hitachi Digital Services brought an engineering-led partnership model built around discovery, operational insight, and value demonstration. Rather than leading with a packaged solution, we invested time in understanding how work actually happened across Markerstudy’s business, using “day in the life” analysis, frontline engagement, and detailed operational review to identify where transformation could create measurable impact.

The contact center engagement became a clear proof point for this approach. In Markerstudy’s Chesterfield contact center, windscreen repair calls were averaging 12–15 minutes. Hitachi Digital Services analyzed call patterns and customer journeys, then proposed a solution built on Google AI services to improve operational flow and customer experience.

Crucially, the engagement was designed to build Markerstudy’s internal capability. Through an “accelerate and release” model, we helped mature the solution, then enabled Markerstudy to take direct ownership and continue working with Google independently. Beyond the contact center, we have continued to support Markerstudy in an advisory capacity, bringing forward emerging technology opportunities and assisting with a more systematic acquisition integration approach.

The contact center transformation delivered a tangible operational improvement and proved the value of a broader partnership model. Windscreen repair call duration was reduced from 12–15 minutes to 3–4 minutes, while customer Net Promoter Score improved. Markerstudy also became the first general insurance services provider globally to implement Google Contact Center AI.

More importantly, the engagement created a repeatable model for transformation: practical engineering, cultural fit, trusted advisory, and client ownership. Hitachi Digital Services earned a trust premium by helping Markerstudy improve operations, assess emerging technologies, and strengthen its approach to acquisition integration without creating dependency.

Read more: An interview with Dan Fiehn, Group CTO at Makerstudy