CASE STUDY
Quick, seamless insurance service with centralised customer platform
A leading life insurance specialist in Australia — with more than 150 years of experience — protects over 4.5 million citizens by offering policies directly to customers and via licensed financial advisors.
Challenges
- Lack of integration of mailboxes with workflow and current systems
- High volume of work routed manually to internal teams without action
- Absence of upstream validation of requests due to system constraints
- Disconnected systems used for end-to-end work processes
- Lack of inbuilt reporting insights and metrics systems
- Legacy platforms for non-underwriting alterations and strategic workflow management
Outcomes
- Streamlined customer records processes by implementation of Pega CSI platform
- Centralized customer service platform to reduce turnaround time
- Built routing and SLA frameworks allowing different teams to customize workflows
- Supported key outcomes such as complaints, escalations, and diarise by leveraging Pega Customer Service OOTB capabilities
- Coalesced all teams on a single platform with rapid solution delivery and minimal integration of other processes
- Leveraged Pega CSI built on top of Akuna Solutions to allow re-usage of policy and life workflows for future alteration
Abstract
Areteans leveraged Pega’s CSI application to address the insurance company’s business-critical problems. We overcame channel limitations and workflow challenges by building a comprehensive system for effective results.
We minimized turnaround time by offering a unified solution to meet the needs of end-users — a testament to Areteans’ strategy of co-innovating with partners. Our collaborative efforts enhanced value with quick turnaround time.
Benefits
- Onboarded 180+ users across 15 teams
- Offsetted technical debt by minimizing high-usage Suncorp Legacy systems
- Consolidated customer functions into a single strategic application
- Reduced manual handoff by auto-ingesting 19 mailboxes with intelligent routing
- Offered consistent and easily extendible solutions across business units