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Service Request Portal Development

Reduced downtime and complexity of the existing architecture, and enabled online enrollment to increase engagement.

Challenges

  • The client’s existing system had a complex architecture and did not allow for easy introduction of new changes.
  • The current system was facing high downtime during the incorporation of changes.
  • The client needed a portal to automate offline enrollment application processing and reduce manual effort.
  • Required increased accuracy in application data and reduce time in manual corrections post submission of data.
  • Needed a channel for broker engagement.
  • Needed 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 and 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 members and plan data.
  • Built an application to view clients’ application and policy information.
  • The app can generate highly customizable business reports.
  • Implemented features to generate and share leads.
  • Built a secured portal for members with dashboards that showcases plan details. Developed wizards to place self-service requests.

Tools & Technologies

Bootstrap, Angular, MongoDB, SQL Server, Microsoft .Net, Apache, Spring, Java

Key benefits

  • Improved customer satisfaction which resulted in the client receiving 157k applications that year through the portal (56% of total applications through different channels).
  • Saved 400 hrs of average development efforts to incorporate State DOI, Federal and business changes.
  • Reduced downtime of application from 2 hours to 10 mins.
  • Online applications have a 99% conversion rate to policy. Decrease in the number of exceptions creation and saved effort in resolving errors.
  • Increased broker engagement levels, now the system is being actively used by 160K+ producers.
  • Increased new enrollments by agents by over 5k.
  • Provided a 360-degree view for members.