Solution

We came up with a phase-wise plan for modernization so that the core business process wouldn’t be interrupted. Our objectives could be broadly classified into two categories. The first was the integration of the legacy systems and the second was adding new capabilities. Since these two categories were closely intertwined, careful planning was necessary to keep the core business processes intact.

Implementation

Phase 1

Before we started working on the backend, the core business processes of the system like Product Management, Purchase Management and Claims Processing were wrapped and integrated into a new platform.

Phase 2

Our client catered to different markets and every time a new product or feature was launched, region specific adaptations had to be made. This not only made the process much slower, but made it more difficult than it had to be.

We introduced a template driven front-end application approach that solved this problem. Since the core business processes were live the whole time, we adopted a DevOps method of implementation, which meant working closely with the client’s team to align development, operations and quality engineering. This meant product rollouts were faster than ever with minimal downtime. And because of the clean and configurable interface, the user experience was simply better for the client and the end-user alike. Ensuring a faster, stable release with exciting new capabilities. More importantly, all the necessary cyber security and regulatory requirements crucial for this industry were up to code so that the system was ready for any kind regulatory or system architecture audit.

Phase 3

The strategic modernization made it possible for the company to introduce products they were unable to offer till then because of the limitations in the system.

The evolved platform supported faster rollouts and had user-friendly dashboards to keep track of consumer behaviour insights. The Marketing team could start campaigns based on the purchasing trends right from the system. Leveraging the new usage insights they could also initiate Customer Loyalty reward programs.

Enhanced troubleshooting capabilities were also part of the new system so that the consultants could immediately go into a troubleshooting routine to identify the issue and correct it in the event of any user reported problem, without the help of a developer.

Impact

New markets. New business models.

The upgraded system made it possible for the company to explore a whole new category of products for an evolving market place. Products like ‘On Demand Insurance’ for fitness centres to cab hailing services which relied on a different business model.

A Partnership Ecosystem

With the help of the modernized platform, our client could form ‘micro-markets’ by bringing in unconventional partners from outside their domain. This meant partnering with food delivery applications, cab-hailing services, fitness centres and a host of other next generation services, to widen the scope of their business.

Improved Customer Experience

Improved tools meant multi-channel customer engagement and a modern user interface. These tools were tailor made for the consumers with better user experience, efficient troubleshooting and seamless support.