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Built Service Request Portal

Reduced downtime & complexity of architecture, enabling online enrolment and increased engagement

Challenges

  • 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
  • The client needed a portal to automate the offline enrollment application processing and reduce the manual effort
  • Increase accuracy in submitted application data and reduce time in manual corrections post submission of data
  • Build a channel for broker engagement
  • Build 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 a 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 application to view clients 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

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

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 a 360-degree view for members.
  • Decreased operational users member requests traffic by 40%