Insurance Services: Reduced Operating Costs through CSC’s Customer Service Accelerator

The client is an insurance company who licensed CSC’s Customer Service Accelerator (csA) software to simplify its business processes as the company pursues its growth strategy. Adding csA helps the client consolidate existing blocks of life insurance business that reside on different policy administration platforms and more quickly integrate any future acquisitions. This, in turn, will help them serve their customers more efficiently and effectively.

Rolled out to production business areas at the client end in November 2006, csA has provided a single, web-enabled interface for all customer service transactions, simplified use and shortened training cycles for new staff. By providing call centre representatives and back-office staff with a consolidated view of customer information and contact history, csA has improved the access to insurance policy data.

With this solution, the client is experiencing reduced operating costs through efficient policy operations and reduced customer service response time.

Solution

The scope of work for the India team involved implementation and integration of csA with the following systems:

• In.vision, a third party image and workflow system


• xPression, the document management system used by the client


• Modified version of client’s CyberLife/STP

This was the first csA implementation for any of the clients and there were frequent changes in client’s business requirements. The India team used the existing csA base framework to integrate it with client’s modified CyberLife version. The customization of csA for the client involved integration with several new systems, which were not supported by the base product. Hence, the team had to study the business specification documents for all the user-interface screens that needed integration with client’s CyberLife version.

As a part of the project, the team also performed the following activities:

• Automation of DBLoad process to save the time spent in loading database


• Integration of csA with Edify, an external application not supported by the base product


• System performance monitoring and improvements

Results

The India team resolved around 400+ defects in the base product and completed the customisation of 20 user-interface screens provided by csA to the client. Apart from this, the team contributed in performance improvement of several functionalities, thereby reducing the time it takes to load the screen.

In November 2006, csA moved into production at the client end. In a post implementation review, the client was extremely positive about the project and the product. The client has regarded the project as highly successful, and has complimented the team as being among the best they had ever worked with.

By implementing csA in its environment, the client will experience the following benefits:

• Reduced operating costs through improved efficiency of policy service operations


• Reduced customer service response time and simplified training for customer representatives thereby leading to improved productivity


• Proactive management of the customer service workload through real-time monitoring of the entire process


• Meeting changing business dynamics


• Reduced customer service challenges when dealing with multiple policy administration systems

CSC’s experience in the insurance industry helps the client achieve results in line with business goals.

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