overview
Empowering Efficiency and Innovation
Challenges and Objectives
The goal was to create a clean, intuitive user interface (UI) for submitting claims with seamless self-registration. The UI needed to capture essential claim data and prevent incomplete submissions. Additionally, it was critical to guide first-time users by providing step-by-step assistance based on claim type, ensuring an easier and more efficient claim filing process compared to legacy systems.
Challenges Faced
Complex Claim Workflows
Existing systems were not user-friendly, had multiple channels for claim filing, manual data entry and different workflows for different products and partners, leading to incomplete submissions and a poor user experience.
Speedy Architecture: A Challenge
Making swift and informed architecture decisions was a challenge due to the need to leverage SME insights and prior experience to guide the technical team.
Bilingual Claims: Overcoming the Barrier
Implementing seamless English-Spanish translations for claims data, portal content, and user interfaces proved to be a hurdle for accommodating a bilingual user base.
Effective User Support: A Hurdle
Creating a searchable knowledge library and pop-up tips in layman’s terms was a challenge for ensuring effective user onboarding and support.
Skill Upgrade: LWC Expertise, a Difficulty
The team faced difficulties upskilling in Salesforce’s LWC framework to ensure a smooth migration and effective handling of technical complexities.
Balancing Resources: A Challenge
Closely monitoring resource allocation and deliverables, while also addressing skill gaps, was a challenge to ensure project quality and timely completion.
Navigating the Claim Processing transformation Journey
Rapid Adaptation
Agile Development Plan
Leveraged Salesforce Lightning’s out-of-the-box features and an agile development plan to quickly adapt to evolving requirements.
Best Practices
Ensured consistency and maintainability by following Salesforce’s best practices throughout development.
Design and Development Strategies
Client & Agent Feedback
Collected feedback from clients and agents on pain points with the existing claims portal to guide the new design.
Comprehensive Assessment
Critical feedback was thoroughly assessed and incorporated into the new portal design.
Functional Breakdown
Structured the portal development in phases covering user authentication, claims management, payment processing, and more.
Modern Features
Implemented features like Google Maps integration, image uploads, surveys, and automated emails for enhanced functionality.
Parallel Development
Teams worked concurrently to develop key functionalities while adhering to best practices and utilizing new features.
Testing and Validation
Rigorous testing ensured all functional areas integrated seamlessly within the claims application.
User-Centric Innovation
Enhanced User Experience
Salesforce Lightning’s improved performance and intuitive interface enhanced user satisfaction.
Easy Access
Consistent, responsive UI across devices improved accessibility.
Performance Improvements
Optimized code and faster runtime boosted performance and scalability.
Simplified Development
Streamlined syntax reduced development time and improved code maintainability.
Technology Compatibility
Support for newer technologies ensured future-proof integrations.
Driving Future Growth
Scalability
Salesforce Lightning speed ensures that our portal can handle increased loads as our business expands.
Innovation
With a solid foundation, we can now focus on innovative features and integrations.
Partnering for Success