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| Case Study |
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Patni's Retail Product Insurance solution improves
customer retention and reduces operational costs |
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Patni's solution helped the client reduce policy issue cycle time by over 50%, and associated IT
costs by over 60%.
The Client
A leading UK based
Consumer Electronics
and Appliances retailer.
The Challenge
The client wanted to streamline and automate the business processes to facilitate
purchasing, ordering and billing of mobile products and services; for its corporate
clients, individual buyers and partners. The current process was plagued with
several limitations, such as:
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Semi-automatic claims processing prone to error and frauds |
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Disparate systems for policy administration, claims and repairs |
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Stores staff waste time over phone in giving detail to claims team and
responding to queries |
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Poor control over the process and cost due to limited and delayed MIS. |
The key challenges that the client was facing in developing this solution were:
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Developing a claims processing rules formulation engine Managing the
permutations and combinations |
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Developing a dynamic on-line form |
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Integrating with the legacy POS system critical to achieve productivity benefits |
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Understanding and implementing the security infrastructure requirements |
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Meeting critical dead-lines especially for FSA compliance. |
The Solution
The client engaged Patni to assist it. Patni developed a component based Common
Infrastructure Framework (CIF), based on the IBM WebSphere platform that could be
used by the billing, insurance and other divisions of the client. These core components,
used in conjunction with the validation service components (phone number validation
and bank details validation service), helped the client staff to efficiently service retail
product insurance claims. The solution abstracted the system level activities by
providing a generic layer common to all the internal/external application interfaces.
This solution integrates seamlessly with the corporate extranet to provide online
transactional functionality for both individual buyers and corporate customers.
The Technology
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IBM WebSphere Application
Server 5.1 (Network
Deploy) |
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IBM WebSphere Application
Developer 5.1 |
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Rational Modeler |
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Clearcase LT |
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Rational XDE2003 |
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Uniface |
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Oracle 9i. |
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The Benefits
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Reduced claims processing cost by integrating legacy POS and
developing an automated claims processing engine |
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New business STP (straight through processing) solution reduced policy
issue cycle time by over 50% |
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100% call completion rate for claims application processing |
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Reduced IT costs to 2.3% compared with 6-8% industry average
(Gartner) |
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Converted over 7.5 million policies in 10 large conversion projects |
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Implemented over 150 life plans and over 20 retirement products |
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Web channel integration for various clients |
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