CIO50 2019: #14 Ramesh Munamarty, International SOS
International SOS is a global specialist in medical and travel security risk services, spanning more than 1000 locations in 90 countries with over 5200 medical professionals deployed across the world.
During the past 12-24 months, innovation has centred around leveraging technology to enable business outcomes, driven by Ramesh Munamarty as Senior Executive Vice President of Technology and Innovation.
Key outcomes achieved were developing an enterprise-wide digital platform and enhancing the company’s Travel Risk Management and TeleHealth suite of solutions, in addition to rolling out a “robust security program” for customers.
Housing API and identity access management, mobile and portal framework and customer resource planning (CRM) solutions, the digital platform has powered innovations such as TravelTracker.
Travelers are sent the latest proprietary medical, security information and advice, with management teams also receiving proactive alerts housing the latest medical and security incidents in countries where they have travelers.
TravelTracker also offers real-time travel and international assignees tracking, on-demand reports and communication with globally-mobile populations, which is designed to enable “better preparedness or rapid action” during a crisis.
Other key innovation delivered through the digital platform include Travel Ready, which automates compliance with an organisation’s travel security and medical policies and LiveChat, allowing members to communicate with the assistance centre through LiveChat with artificial intelligence capabilities.
In order to serve 1000 remote sites and for the company’s MedAire team to provide crew support, a Telehealth solution was also developed to enable the provision of critical care remotely.
According to Munamarty, the innovation roll-out impacted several areas of the organisation with the objective of providing a “next-generation, unified architecture” to deploy omni-channel capabilities for customers to enhance user experience.