Project: eBusiness Corporate

The client

A major insurance company operating from the Middle East.

The Business Challenge

For improving customer handling and business process monitoring, the client was searching for a solution to make certain information available to its customers. The Client’s legacy system has a complete backend application, however, the information generated within that system is not extended outside the organization and therefore is less effective in serving the online needs of its biggest corporate customers.

Solution

To satisfy customer needs, Stabilix proposed to create a portal that would expose a limited set of information from the legacy system to its customers. The most significant part of this project was the implementation of the proper data-level security. To support these requirements, Stabilix defined a new internet infrastructure framework to administer the proper level of security. The changing business/marketing requirements were supported using BPEL (Business Process Execution Language) and e-form specifications.

Features Supported

The developed consumer portal was an abstract representation of the available data of each customer. Based on the logged in user, appropriate data is fetched and displayed by applying the security role and privileges set.
Online customer portal enabled customers to view their policies, renew it online and also make payments through online channels.

E-forms: Using electronic forms, the client was able to launch products online in minimum time.

Product configuration: Built in product configuration enabled rollout of new products in record time.

Personal Info: Giving access to the users to their personal profile, help individuals to maintain their personal information and preferences like contact information, preferred language etc.

Case Management: Integrated case management and complaints system enabled the client to receive real-time feedback and provide instant support to customers. Built in business workflow and pre-defined rules ensured that all cases/incidents are tracked and closed within predefined SLAs.

Campaign Management: Integrated campaign management system enabled highly targeted marketing campaigns and more customer visibility to alternate products.

Survey Management: Integrated survey management/reporting enabled better customer feedback.

Mass mailing/SMS: Application supports automated mailing and SMS facility to make the services more user friendly. Users can also do mass mailing and SMS to their clientele to remind the users on various events and other policy related reminders.

Additional Business Benefits

Customer Satisfaction: Increased customer satisfaction by providing much required information and support at their finger tips.

Quicker Response: Clients are able to get the issues resolved more quickly and the notification was sent as email and SMS. This resulted in a very high customer appreciation.

Improved Data Representation: Customers could access their information in a highly secured environment. Relevant information is displayed and processed in ways that exceeded the expectation of the Client’s customers.