The Challenge

Disjointed information, manual workflows, and an outdated legacy system.

The insurance specialist partnered with Credera to build a unified customer platform that could scale alongside their growing business. Before our partnership, our client experienced the following challenges:

• Lack of integration of email inboxes with workflows and internal systems

• High volumes of work manually routed to internal teams without follow-up action

• Absence of upstream request validation due to system constraints

• Disconnected systems used for end-to-end work processes

• Lack of reporting insights and metric tracking

• Outdated legacy platforms for non-underwriting alterations and strategic workflow management

The Solution

A robust, modernized customer platform for a rapidly expanding business.

We leveraged Pega’s Customer Service for Insurance (CSI) solution to address our client’s most pressing business problems. We helped our client overcome system limitations and workflow challenges by building an omnichannel system that delivered more accurate and efficient customer service interactions.

Our solution used the following tools to drive ongoing growth for our client:

• Implemented Pega’s CSI platform to streamline customer record processing

• Built routing and service-level agreement (SLA) frameworks allowing different teams to customize workflows as needed

• Leveraged Pega’s Customer Service Out-of-the-Box (OOTB) capabilities to support key documentation like customer complaints, escalations, and diaries

• Created a single platform with rapid solution delivery and cross-collaboration functionality between teams

• Utilized Pega’s CSI solution on top of Akuna Solutions to allow re-usage of policy and life workflows for ongoing, firm-wide use

The Results

Faster turnaround times and more efficient workflows.

Our partnership minimized our client’s turnaround time by equipping them with a unified solution to meet end-user's needs. Our collaboration enhanced business value by creating a better customer experience and giving their teams a seamless, easy-to-use tool.

As a result of our partnership, our client saw the following positive impacts:

• Onboarded over 180 users across 15 teams

• Diminished technical debt by minimizing high-usage legacy systems

• Consolidated customer functions into a single strategic application

• Reduced manual handoff by auto-ingesting 19 mailboxes with intelligent routing

• Offered consistent and easily extendible solutions across business units

• Created a scalable, centralized customer service platform to reduce turnaround times