The problem

Agents in the insurance industry need to work quickly in order to gather information from customers and provide timely quotes. Any slowdowns in the process can lead to increased call times, poor customer experiences and the potential for human error.

Our Fortune 100 insurance client was working with an information collection system running on outdated Java frameworks that had fallen behind in UX standards; agents were finding it overly complex, time consuming and difficult to navigate. It was also running on a mainframe housed onsite, which was proving costly to maintain.

They needed a more modern solution, and we were happy to help them find one.

The solution

The goal was clear: retire the legacy systems and replace them with a platform that would better serve our client’s needs while also reducing their operating costs. We worked closely with our client’s teams to ensure this goal was met and rolled out on schedule.

The legacy systems were presenting pain points for our client’s agents; we identified those pain points and used them to guide the creation of a new UX experience that would reduce the number of questions asked to customers at once, and smoothly guide the user along a more structured page flow.

We focused on developing code using React Hooks, with full unit test coverage. We helped create multiple ReactJS applications using shared UI components and utilities to reduce front-end development time and provide a more consistent UI to customers. A GraphQL API was used to provide a very flexible and less complex API, which reduced development time and decreased maintenance costs.

The result

With an easier user flow to work with, agents are able to handle their customer calls much faster than before. The more intuitive UX design also has the added benefit of speeding up onboarding time for new hires, as the new system is much easier to learn. The reduced load on the mainframe has also provided our client with considerable savings in operational costs.

The new system was built with auto agents in mind, but we see the potential for opening it to both internal and external agents to drive new business. Our client and their agents agree – their remarks on the project have been very positive:

“Straightforward, efficient, easy to use.”

“Very intuitive and efficient.”

“The streamlined process is a lot more efficient.”

 

Would you like to learn more about our services? Contact us to find out how our development expertise can benefit your business.