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Enhancement and Enterprise-wide rollout of existing bespoke Customer Portal Framework and Workflow

Enhancement and Enterprise-wide rollout of existing bespoke Customer Portal Framework and Workflow

Customer

Leading P&C Insurer in the US.

Business Context

  • Customer has a direct marketing model where portal is crucial for customer service. Client needed:
    • 360º view of customer information
    • Single point interface to handle most customer service requests
  • Improve system availability to ensure “anytime anywhere” service

HCL Solution

  • Partnered with the insurer to build highly available and scalable online platform
  • Setup and Maintenance of MSR Work Portal based on the Chordiant platform
  • 24 X 6 Working Model to maintain all eCommerce Applications

Client Benefits

  • Achieved client’s aggressive time to market objectives
  • Highly available infrastructure - No Outages on Portal for over 1 year after implementation – Over 15,000 MSRs log-in
  • Solution has enabled cross-selling/ up-selling to customers based on business rules
  • Environment Setup tool has realized savings of approx USD 1.2 M per annum
  • Call Center solution has provided call volumes increase from USD 2 M to 6.4 M per annum

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