Automation Enhances Customer Communications for Leading UK Insurance Firm

THE BRIEF

A large scale insurance company based in the UK struggled to meet the demands of their customers in a timely and cost effective manner. Due to legacy operating systems and fragmented processes, the company resorted to manual support in order to respond to customer requests in an efficient time frame. Apexon automated mundane processes manually managed by the insurance company’s staff so they could stay focused on more important tasks. This scalable and responsive system also meets the needs of today’s on-demand customers.

THE CHALLENGE

A leading insurance firm in the U.K. had an outdated customer communications management system, which was laborious to manage and not reactive enough for their on-demand customers. Their objective was to become more time and cost efficient in the management of their customer communications. The firm had made the decision to replace this system with a new, enterprise-wide program that would automate correspondence with their customers. This would alleviate the client’s staff of mundane tasks so they can concentrate on other crucial areas of their business operations.

THE SOLUTION

Apexon was approached to build an automated solution for the client. Apexon evaluated Quadient technologies; Inspire Designer, Inspire Interactive and Inspire Automation, to determine which elements would be the most useful and appropriate in developing the solution. The goal was to create a solution that would work seamlessly with the client’s current IT systems and to provide the appropriate elements for its development.

Utilizing an agile delivery method, Apexon managed the design phases at every level, and simultaneously included the client at each phase of the development process.

Apexon produced an omnichannel solution that was comprised of three customer communication portals: standard mail, emails, and SMS messages. Complex business logic was built into the solution, which streamlined and automated the entire process.

To ensure the quality of the solution, Apexon carried out weekly testing at every development cycle. During which time, any errors or revisions were corrected as they arose. After receiving approval by the client, the system was released at its various stages of development.

THE RESULTS

Project completion in just 16 weeks

In sixteen weeks, a team of six individuals completed the project. The following two months, two Apexon employees stayed on with the client to provide additional support, manage any changes in compliance, and correct any unforeseen potential defects.

PARTNERSHIP PLATFORMS/SOFTWARE