Our client’s portal was in need of new functionality to improve the customer experience when a change of address occurred. We were able to implement a standardized development workflow and introduce new functionality, allowing the customers’ accounts to merge upon a change of address. This has allowed a seamless transition in online services upon an address change as well as providing them with new document notifications, and service outage updates for their new address.
We used our Drupal, React, and Docker expertise to understand and improve their stack – providing new functionality, resolving existing bugs and refining the developer experience. Not only did this result in an improved customer experience, but also reduced costs for our client.
During the lifecycle of the project we paid down existing tech debt which our client had expressed concern for. The CI/CD pipeline was made faster and more straightforward by removing unnecessary code, introducing semantic versioning, and simplifying the docker experience.
Our customer has been storing data in third party vendors for years. As a way to liberate the data and reduce migration costs, our customer has been asking for our assistance in developing a solution that will allow them to host their own data in the cloud.
Using AWS data engineering services (Lambda, S3, RDS, Glue, Athena, CDK, SQS, SNS) the team is building a fully managed ETL (extract, transform and load) pipeline.
With the data now owned and maintained by our client, they are now able to share data freely throughout various departments.
With the ability to own their data in the cloud, the business is able to query and generate reports much more easily which will help drive smarter decision making and reduce costs.
Our client, a Fortune 100 insurance company, needed to modernize their IVR system. Under their old system, they were hard wired to certain vendors, creating over-dependence and making them highly vulnerable to service changes and even business interruption.
In order to quickly adapt to vendor changes, and take advantage of technology changes, our client needed a vendor-agnostic API to interface their system with the IVR infrastructure. Without this modernization, the IVR system would have to be completely rewritten in order to accommodate any changes that needed to occur.
Binary Star is involved in the ongoing effort to modernize our client’s IVR system. This is a large project involving multiple teams. In addition to solving their core problem, this new system is also allowing our client to improve stability, reduce costs, and enlarge the user base for digital channels by creating an omni channel flow. They have been able to move to scalable, pay-as-you-go cloud systems and leave their legacy architecture behind.
Further benefits will emerge as this project develops, with Binary Star driving our client’s success as they modernize and take advantage of the latest innovations and technology in the IVR space.
Updated UX design reduces call time for agents in the quoting process
Reduced call times lead to higher conversion rates on policies
Reduced mainframe operating time and cost
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 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.
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.
PEI Mutualneeded a web portal to better serve their customers, and asked for our development expertise.
From the outset, we knew our client’s development capacity was very limited. They were mostly relying on paper records, with a small IT department.
We spent time closely integrating with the development team, discovering their strengths and noting opportunities for improvement. We organized a ten-session training course on C# and modern security technology. We also introduced the Angular framework and updated their coding processes to more modern development practices.
By the end of our time with them, a prototype of the web portal was built and their developers were in a solid position to keep writing their own Enterprise software. They had the knowledge and the tools for further development, with languages and skills that could be transferable to other projects and services.
Most rewarding of all: we helped the team find confidence in their own abilities. Working alongside them, we realized they knew a lot more than they thought – they just needed the right tools and training to see it.