Success Stories
Agents Compensation and Registers
Business Context
The customer has around 6000 agents across its various field offices for selling and servicing the company's insurance products in various lines of business. Their compensation plans and marketing reports are dealt with by two systems (Register System and Compensation System).
Registers processes all the weekly transactions of the agents (and managers) from policy administration systems and applies various manual adjustments to the system (on-line application) to calculate the commission rates. Register rules are applied to calculate commission rates and overrides and also generate transaction files. Also balance the in-force totals between the systems own master and various policy administration systems. The generated transaction files are fed to the compensation system.
Compensation system prepares the compensation master using the current week's agent information from the agents control file and validates the current position, promotions, demotions, new agents etc; prepares the master for the current week update process, and audit. It applies agents' contract requirements and calculates weekly gross agents pay.
The customer was experiencing increased costs and falling service levels in maintaining this legacy application. There was a crying need to streamline the processes and bring down the maintenance and support costs.
Solution Objectives
HCL is providing on call production support and maintenance support to the Compensation and Registers systems and the other systems associated with these two systems. This project had been taken up by HCL to provide on call production support and maintenance support to the Compensation and Registers systems and the other systems associated to these two systems, using HCL's offshore facilities.
- A team was sent onsite to acquire the application knowledge, as well as the processes and procedures being followed at the customer's facilities for maintenance of these applications
- The team initially proved its capabilities to provide the required support and maintenance at onsite
- Necessary processes and infrastructure were established for offshore working
- The activities were transitioned to offshore in stages, with customer's staff being on stand-by for any exigencies
- The process was followed to assess the capability of HCL team to operate independently at offshore, after which "stable state" was declared
- Maintenance work commenced offshore thereafter.
- Reduced risks of "extensive application knowledge being limited to few customer employees who are due for retirement"
- Improved turn around for maintenance requests, reduction of backlogs
- Reduced cycle time and stable application
- Lower costs
