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Reducing Operational Cost by 30% for one of the largest Health Insurer in the US

Published Date: 
Aug 19, 2011

The Client

One of the largest customer-owned health insurer in the United States offering a variety of health and life insurance products and related services to employers and individuals.

Areas of Engagement

Applications Support, Development & Testing covering the functional areas of:

  • Membership Management
  • New Business/ Underwriting
  • Financial Management
  • Correspondence
  • Rating
  • Check writer
  • Product support
  • Security
  • Benefit/ Claims Management
  • Agent Management
  • High Risk Plan Processes


Business Challenges

  • High Cost of Application Maintenance
  • Process Improvement for better Application management
  • Increasing Longevity of Applications
  • Inadequate documentation for System Architecture, Design and Traceability Matrix to requirements
  • Consolidation of existing multiple service providers
  • Automation of existing manual processes with regards to Incidents, Problems and Service requests handling


HCL Solution

  • Aggressive timelines for completion of transition from the existing vendors
  • Onsite-offshore model to support the client business 24*7
  • Service Level Agreement for Incidents, Problems & Request Fulfillment
  • Identify and recommend Configuration / Change management tools
  • Complete transition on HCL’s proprietary ASSeTTM Methodology to minimize the risk and time for transition


Business Benefits

  • 30% reduction in Operational Costs with an onshore offshore model
  • Complying with ITIL V3 for support processes as compared to non existent standards earlier resulting in measurable service levels
  • Providing Right Shoring of resources for non-business hours support
  • Risk Mitigation by providing support for a 20 year old mission critical application
  • Regenerated the entire documentation of existing processes thereby reducing customer dependency on vendor/ service provider


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