Challenges
- The client’s existing system had a complex architecture and did not allow to incorporate new changes easily
- The current system was facing high application downtime while incorporating the latest changes. Client needed:
- A portal to automate the offline enrollment application processing and reduce the manual effort
- Increased accuracy in submitted application data and reduce time in manual corrections post submission of data
- A channel for broker engagement
- A portal for members to view policy benefits and place self-service requests
Solutions
- Developed an online channel for prospects to submit enrollment applications
- Built an easy to configure business rule-based architecture
- Built an administration window to make changes to the pages, fields and validation rules using UI without scripts
- Implemented mechanisms for real-time validation of member and plan data
- Built application to view client’s application and policy information. Developed inbuilt highly customizable business reports
- Implemented features to generate leads and share with prospects
- Built a secured portal for members with dashboards that showcases plan details. Developed wizards to place self service requests
Tools & Technologies
SQL Server, Spring, Java, IBM DB2, Bootstrap, AP.NET, Angular JS, mongoDB, Apache
Key benefits
- Improved customer satisfaction and received 157k applications per year which is 56% of total applications through different channels
- Saved development effort by 400 hrs. on an average to incorporate State DOI, Federal and business changes
- Reduced downtime of application from 2 hrs. to 10 min
- Applications from online have a 99% conversion rate to policy. Decrease in number of exceptions creation and saved effort in resolving errors
- Increased broker engagement levels. The system is actively used by 160K+ producers
- Increase in new enrollments by agents over 5k
- Provided 360-degree view for members
- Decreased operational users’ member request traffic by 40%
