CRM System implementation for Leading US Insurer

Who? What?

A leading US publicly-traded insurance and financial services provider needed help on a complex project, which had a fixed schedule and budget. The project involved customisation and integration of a packaged framework product. With a track-record of delivery in the organisation as well as strong capabilities in Enterprise Architecture and integration, J2EE and Forte, ThoughtWorks were selected for the job.

Why?

The company was using multiple customer service platforms. All of them were 'one-off' solutions designed exclusively for a specific product line. The client needed a common platform that was scalable both functionally and technically as well as allowing them to use their customer service staff more efficiently and offer consistent customer service across all product lines.

How?

The customer contact management system was based on Chordiant version 3.5. This framework supported extensive customisation using Java for the development of all desktop, Web and CTI components and Forte for all data access, legacy integration and workflow. ThoughtWorks' Agile techniques were used to provide a platform for all call centers and to serve as the system of record for all customer interactions with the company regardless of channel type.

The Results?

ThoughtWorks and the client team working together delivered the customer contact management system on time, within budget and with additional functionality. Benefits of the new platform include:

• Enabled customer service personnel to support multiple product lines with ease
• Streamlined training of new staff
• Contribution to more efficient customer service
• Improved integration between front-line customer service personnel and back-office personnel
• Improved user experience.

The format of the project also served as a basis for improvements to the development process for ongoing work within the client's IT department. The new system supports several product lines and plans are in place for it to become the default service desktop for the entire company.

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