All Technologies Used
Motivation
The Company needed a self-service system due to the rapid growth of their policyholder database. The goal was to provide end consumers with secure, 24/7 access to their policy details, billing and payments, quotes, claims, and relevant product information. This would reduce the need for customer service representatives and increase operational efficiency, while maintaining data security and offering a user-friendly interface.
Main Challenges
Ensuring that users have controlled, secure access to their sensitive insurance information without compromising data protection standards. Azati proposed implementing advanced encryption protocols and multi-factor authentication to protect sensitive data and ensure compliance with regulatory standards.
Designing an intuitive, easy-to-use interface for consumers to navigate policy details, submit claims, and manage billing information with minimal guidance. Azati focused on simplifying the user interface and implementing responsive design to provide a seamless experience across all devices.
Building a system that can handle a rapidly growing user base without sacrificing performance or reliability. Azati recommended using cloud-based infrastructure and microservices architecture to ensure the platform could scale efficiently as the number of users increased.
Key Features
- Secure Access: Role-based, password-protected access to ensure the privacy and security of customer data.
- 360° Customer View: Comprehensive overview of a customer’s policies, claims, and billing information.
- Billing and Payments: Ability to view billing summaries, invoices, and pay online.
- Claims Management: Support for claims processing, including first notice of loss, tracking, and notifications.
- Quick Quote Generation: Instant quotes and electronic application submissions.
- Knowledge Center: Access to relevant product information, risk management advice, and legal regulations.
- Online Support: Online chat and feedback forms for user inquiries.
Our Approach
Project Impact
Improved Customer Control: The self-service portal empowered customers with greater control over their insurance needs, reducing reliance on customer service representatives.
Operational Efficiency: The solution significantly reduced call center volume by nearly 60%, lowering operational costs and improving overall efficiency.
Enhanced Customer Satisfaction: Customers were able to manage their insurance needs in a personalized, interactive way, which led to higher satisfaction and long-term retention.
Cost Reduction: The portal reduced operational costs by automating routine tasks, freeing resources for more strategic initiatives.