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 The Client
A leading property and casualty insurance carrier.
Services Provided
Application Strategy  Buy vs. Build Analysis ROI Analysis Integration Architecture and Strategy Implementation Strategy
The Business Situation
Our client embarked upon a major initiative to improve customer experience. They wished to make it easier for its independent agents to do business with the company, allow staff to proactively anticipate customer needs and ensure that company resources are directed toward servicing the most profitable customers. The desire was to identify and implement best practices of CRM strategies, processes and technology to reduce costs, streamline operations, and improve market differentiation.
Business Objectives
- Offer the convenience of 24x7 web self-service to customers and reduce costs
- Automate key processes to increase integrity and quality of customer service
- Enrich knowledge about customers and their behaviors to anticipate their needs
- Free staff from complexities of disparate enterprise systems
Our Work
X by 2 conducted a business analysis of all customer interactions, benchmarked costs, and identified opportunities for cost extraction. X by 2 also isolated specific interactions for 24x7 self-service via web and IVR channels. Based on our business analysis we created a solution vision and architected a conceptual solution. We identified specific patterns in the conceptual solution for evaluating implementation options – Enterprise Portal and IVR/VRU, Customer Interaction Platform, Workflow and Collaboration, Enterprise Integration Broker. We evaluated buy vs. build options of CRM packages like Siebel, enterprise portal frameworks such as BEA WebLogic Portal, Apache Jetspeed, Integration options such as webMethods, WebLogic Integration and WebSphere MQ Message Broker. We analyzed alternative implementation strategies along with associated benefits and risks, recommended an implementation strategy and created a preliminary road map for execution. We also developed a cost-benefit and ROI analysis for the overall initiative.
The Technology Landscape
Policy administration systems: CSC’s Point and Point In; Claims administration systems: Pyramid; Enterprise Application Platform: Java/J2EE, WebLogic Application Server, Portal, and Integration; Database: Oracle on Solaris.
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