overview
Challenges
- Legacy System Complexity: The client was managing multiple outdated systems, including WLS2, WLS4, MR, Elita, CRM, and EMS. These systems had numerous downstream systems for accounting and reporting, leading to high infrastructure and human resource costs.
- Data Quality and Integration: Ensuring accurate data migration from legacy systems to Salesforce Service Cloud while maintaining data integrity was a major challenge.
- Operational Disruptions: Managing the transition without interrupting ongoing business processes required careful planning and execution.
- Cost and Resource Management: Reducing costs associated with maintaining multiple legacy systems and their associated infrastructure was crucial.
Solution
Unified Cloud Platform
Transitioned to Salesforce Service Cloud, consolidating multiple legacy systems into a single cloud-based platform. This approach eliminated the need for multiple downstream systems and reduced infrastructure and license costs.
Data Migration and Quality
Implemented advanced data profiling techniques and established a comprehensive testing automation suite to validate business functions and ensure high data quality.
Performance Optimization
Utilized cloud solutions to enhance performance, including Auto Adjudication for claims processing to reduce manual intervention.
Implementation Strategy
- Performance Optimization: Achieved significant reductions in processing times through meticulous SQL tuning and leveraging Azure SQL capabilities.
- Seamless Integration: Integrated Salesforce Service Cloud with existing systems to ensure real-time processing and continuity of business operations.
- Cost Efficiency: Eliminated Oracle BMI license fees and leveraged existing SQL Server infrastructure for immediate cost savings.
- Data Management: Implemented an Operational Data Store (ODS) for real-time data synchronization and a DataMart for generating time-sensitive reports.
- Reconciliation and Reporting: Established robust reconciliation processes to ensure accuracy between source, target, and accounting systems.
Results
Enhanced Performance
Reduced claim processing times by 12 times, with 90% of quote rates retrieved in under 4 seconds.
Cost Savings
Achieved over 50% reduction in operational expenditures compared to legacy systems.
Operational Efficiency
Improved workflows and customer service delivery through streamlined processes.
Global Expansion
Facilitated seamless business expansion across multiple regions with a centralized practice and governance model.
Agile Operations
Introduced continuous integration and deployment practices, reducing cycle time by 30% and improving testing coverage by 70%.
Business Impact
- User Experience: Enhanced response times and productivity led to higher satisfaction among policy sellers.
- Operational Excellence: Streamlined processes and reduced overheads improved overall workflow efficiency.
Conclusion
Driving Forward, Together