Boost employee Productivity
Story
Series
Story
Series
and customer experiences with
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Every day, Nora and her associate developers happily add value to the lives of several customers by resolving issues raised by them. To do so, they use the company's customer-specific administration application. Nora's company handles a large business of Life Insurance products: e.g., life protection, income and protection & mortgage-linked protection. As part of their daily business, the customer service representative team needs to interact with customers
(Client /Agents /Underwrites /General Practitioner) to process the policy from
• On-Boarding the customer until the
Policy becomes Active
• Claim Handling
Each stage involves loads of manual interventions, making the overall process time consuming and expensive. Thus, despite having several colleagues to manage customer relations, due to manual work, the backlog kept piling up to the extent that Nora and her team started feeling overburdened. The team also faced challenges with the existing system as they couldn't work collaboratively and looked for better features that could fast-track the process. Considering this issue, the Head of Strategic Operations approached Hexaware for technical support in terms of managing the backlog and streamlining the Policy Administration system.
Hexaware and the client formed an Agile Development Features team to improve the features of the administration application and process. This team of developers, digital experts and scrum masters started clearing the backlog by prioritizing user stories. User stories undertaken in each Sprint aimed at delivering incremental value to our client.
Our Approach
Hexaware is the fastest growing next-generation provider of IT, BPO and consulting services. Our focus lies on taking a leadership position in helping our clients attain customer intimacy as their competitive advantage. Our digital offerings have helped our clients achieve operational excellence and customer delight. We are now on a journey of metamorphosing the experiences of our customer’s customers by leveraging our industry-leading delivery and execution model, built around the strategy— ‘Automate Everything , Cloudify Everything , Transform Customer Experiences .’Hexaware services customers in over two dozen languages, from every major time zone and every major regulatory zone. Our goal is to be the first IT services company in the world to have a 50% digital workforce.
Learn more about Hexaware at http://www.hexaware.com
About Hexaware
Metro 101, Suite 600,101 Wood
Avenue South, Iselin,
New Jersey - 08830
Tel: +001-609-409-6950
Fax: +001-609-409-6910
NA Headquarters
152, Sector – 3
Millennium Business Park
‘A’ Block, TTC Industrial Area
Mahape, Navi Mumbai – 400 710
Tel : +91-22-67919595
Fax : +91-22-67919500
India Headquarters
Level 19, 40 Bank Street,
Canary Wharf,
London - E14 5NR
Tel: +44-020-77154100
Fax: +44-020-77154101
EU Headquarters
180 Cecil Street,
#11-02, Bangkok Bank Building,
Singapore - 069546
Tel : +65-63253020
Fax : +65-6222728
APAC Headquarters
Back
www.hexaware.com | marketing@hexaware.com
© 2020 Hexaware Technologies limited. All rights reserved.
Sprint 1 focused on delivering some of the simple changes from the backlog to allow the client's team to collaborate and work. The completion of Sprint 1 left the team with some key takeaways to ensure better execution in Sprint 2.
"These are great time savers!"
"AOR all functions will make such
a difference"
"Will improve our accuracy"
"Makes it easier when we are on a
call to an IFA"
Sprint 2
User feedback:
"No more signing letters...Yes!"
"Great time savers!"
"It reduced our manual workarounds... which is great"
"Will help training to be much easier"
Sprint 2 saw a continuation of great collaboration within the team and across client locations.
Sprint 1
"Makes my life so much easier!"
"No more manually amending the letters required for
processing the final stage of the policy"
"This will make our job so much easier"
"This will provide a better service to the Agents"
In Sprint 3, the team worked tirelessly to fix certain issues with Sprint 2 release. Following the retrospective reviews as part of Sprints 1 & 2, they implemented an additional 'show & tell' feature with users who supported the release. The results were positive and brought further engagement with people who came up with the ideas.
Sprint 3
User feedback:
User feedback:
"Increasing the notes section makes my day so much easier! "
"We asked, you delivered, thank you!!!!"
"Sooooo much faster than before and I'm less likely to make mistakes
"Such a simple fix but so important for us, removing a barrier that has been in place for ages"
In this Sprint, the team focused on removing user irritants that resulted in frustration. During testing, one of the user stories showcased unexpected behavior. The team made a quick decision of moving this story to the next Sprint in order to avoid jeopardy. Here, the improvement backlog continued to grow with 38 user stories.
Sprint 4
User feedback:
“This is flippin brilliant!”
“These changes are making such a positive impact”
Sprint 5 delivered two major improvements to Policy Administration System based on which the team could avoid duplicating applications. They could create 444 hours of capacity that can further be spent on more value-add tasks.
Sprint 5
User feedback:
“These claims changes are fantastic”
“This will make a huge difference to my day”
“This will save us so much time by not having to raise a ticket”
“Thank you for making our lives easier”
In Sprints 6 and 7, positive changes were made to the Claims Administration System. This implementation was long awaited. The team created a capacity for additional items of work and also delivered people benefit and other cost savings of £26k.
Sprint 6 & 7
User feedback:
In Sprint 8, the team implemented a major functionality that is meant to save a lot of time for the users. The critical focus for Sprint 9 & 10 was to develop and deliver Policy Change Improvements. The team did an incredible job and continued to deliver improvements which made a real difference – especially to the amendment's teams. In Sprint 11, the deliverables were limited as the key focus was to proceed with development for significant Policy Changes. These will be seen in Sprint 12 & 13. The Agency improvement so far has made a massive difference for the team. All the tedious and manual tasks were automated and the feedback from the team was overwhelming. So far, the team has been great at testing and resolving issues. In the next few Sprints, they aim to enhance the processes, bringing the system to a stage where users can work happily in collaboration
Outcomes
Successfully completed 15 sprints which enabled 80 various features to Policy, Claims & Agency applications
Created New Business Equivalent capacity around
1 million pound
Saved an overall cost of 1 million pound
Saved overall 56000 hours
Impact
Nora and the team can now collaborate and resolve tickets faster. The overall process is hassle-free and time efficient. This enables Nora and her colleagues to work enthusiastically.
01
02
03
04
05
Overview
Story
Series
Boost employee productivity
Agile DevOps
Overview
Each stage involves loads of manual interventions, making the overall process time consuming and expensive. Thus, despite having several colleagues to manage customer relations, due to manual work, the backlog kept piling up to the extent that Nora and her team started feeling overburdened. The team also faced challenges with the existing system as they couldn't work collaboratively and looked for better features that could fast-track the process. Considering this issue, the Head of Strategic Operations approached Hexaware for technical support in terms of managing the backlog and streamlining the Policy Administration system.
Every day, Nora and her associate developers happily add value to the lives of several customers by resolving issues raised by them. To do so, they use the company's customer-specific administration application. Nora's company handles a large business of Life Insurance products: e.g., life protection, income and protection & mortgage-linked protection. As part of their daily business, the customer service representative team needs to interact with customers
(Client /Agents /Underwrites /General Practitioner) to process the policy from
• On-Boarding the customer until the
Policy becomes Active
• Claim Handling
Hexaware and the client formed an Agile Development Features team to improve the features of the administration application and process. This team of developers, digital experts and scrum masters started clearing the backlog by prioritizing user stories. User stories undertaken in each Sprint aimed at delivering incremental value to our client.
Our Approach
Sprint 1
Sprint 2
Sprint 3
Sprint 4
Sprint 5
Sprint 6
& 7
In Sprint 8, the team implemented a major functionality that is meant to save a lot of time for the users. The critical focus for Sprint 9 & 10 was to develop and deliver Policy Change Improvements. The team did an incredible job and continued to deliver improvements which made a real difference – especially to the amendment's teams. In Sprint 11, the deliverables were limited as the key focus was to proceed with development for significant Policy Changes. These will be seen in Sprint 12 & 13. The Agency improvement so far has made a massive difference for the team. All the tedious and manual tasks were automated and the feedback from the team was overwhelming. So far, the team has been great at testing and resolving issues. In the next few Sprints, they aim to enhance the processes, bringing the system to a stage where users can work happily in collaboration
"Makes my life so much easier!"
"No more manually amending the letters required for processing the final stage of the policy"
"This will make our job so much easier" "This will provide a better service
to the Agents"
In Sprint 3, the team worked tirelessly to fix certain issues with Sprint 2 release. Following the retrospective reviews as part of Sprints 1 & 2, they implemented an additional 'show & tell' feature with users who supported the release. The results were positive and brought further engagement with people who came up with the ideas.
Sprint 3
User feedback:
Successfully completed 15 sprints which enabled 80 various features to Policy, Claims & Agency applications
Saved an overall cost of 1 million pound
Created New Business Equivalent capacity around
1 million pound
Saved overall 56000 hours
www.hexaware.com | marketing@hexaware.com
© 2020 Hexaware Technologies limited. All rights reserved.
Hexaware is the fastest growing next-generation provider of IT, BPO and consulting services. Our focus lies on taking a leadership position in helping our clients attain customer intimacy as their competitive advantage. Our digital offerings have helped our clients achieve operational excellence and customer delight. We are now on a journey of metamorphosing the experiences of our customer’s customers by leveraging our industry-leading delivery and execution model, built around the strategy— ‘Automate Everything , Cloudify Everything , Transform Customer Experiences .’Hexaware services customers in over two dozen languages, from every major time zone and every major regulatory zone. Our goal is to be the first IT services company in the world to have a 50% digital workforce.
Learn more about Hexaware at http://www.hexaware.com
About
Hexaware
Metro 101, Suite 600,101 Wood Avenue South, Iselin, New Jersey - 08830
Tel: +001-609-409-6950, Fax: +001-609-409-6910
NA Headquarters
152, Sector – 3, Millennium Business Park, ‘A’ Block, TTC Industrial Area
Mahape, Navi Mumbai – 400 710
Tel : +91-22-67919595, Fax : +91-22-67919500
India Headquarters
Level 19, 40 Bank Street, Canary Wharf,
London - E14 5NR
Tel: +44-020-77154100
Fax: +44-020-77154101
EU Headquarters
180 Cecil Street, #11-02, Bangkok Bank Building, Singapore - 069546
Tel : +65-63253020
Fax : +65-6222728
APAC Headquarters
Go Home
®
®
®
Nora and the team can now collaborate and resolve tickets faster. The overall process is hassle-free and time efficient. This enables Nora and her colleagues to work enthusiastically.
Impact
"These are great time savers!"
"AOR all functions will make such
a difference"
"Will improve our accuracy"
"Makes it easier when we are on a
call to an IFA"
Sprint 1 focused on delivering some of the simple changes from the backlog to allow the client's team to collaborate and work. The completion of Sprint 1 left the team with some key takeaways to ensure better execution in Sprint 2.
Sprint 1
User feedback:
"Increasing the notes section makes my day so much easier! "
"We asked, you delivered, thank you!!!!"
"Sooooo much faster than before and
I'm less likely to make mistakes
"Such a simple fix but so important for us, removing a barrier that has been
in place for ages"
In this Sprint, the team focused on removing user irritants that resulted in frustration. During testing, one of the user stories showcased unexpected behavior. The team made a quick decision of moving this story to the next Sprint in order to avoid jeopardy. Here, the improvement backlog continued to grow with 38 user stories.
Sprint 4
User feedback:
“This is flippin brilliant!”
“These changes are making such
a positive impact”
Sprint 5 delivered two major improvements to Policy Administration System based on which the team could avoid duplicating applications. They could create 444 hours of capacity that can further be spent on more value-add tasks.
Sprint 5
User feedback:
"No more signing letters...Yes!"
"Great time savers!"
"It reduced our manual workarounds... which is great"
"Will help training to be much easier"
Sprint 2 saw a continuation of great collaboration within the team and across client locations.
Sprint 2
User feedback:
“These claims changes are fantastic”
“This will make a huge difference
to my day”
“This will save us so much time by not having to raise a ticket”
“Thank you for making our lives easier”
In Sprints 6 and 7, positive changes were made to the Claims Administration System. This implementation was long awaited. The team created a capacity for additional items of work and also delivered people benefit and other cost savings of £26k.
Sprint 6 & 7
User feedback:
Agile DevOps
and customer experiences with
®
®
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