Enhance User Productivity with Guidewire Implementation for Digital Engagement
CASESTUDY
AI, ML, Virtual Assistants and Automation Deliver Operational Excellence and 99% SLA much to the customer’s delight
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H&I
Our Customer
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AT A GLANCE
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Founded in 1980, the client is a US-based insurance company for dentists with a mission to support dental professionals by providing the best value insurance products and related services.
The dental insurer partnered with Hexaware to implement Guidewire CustomerEngage to improve customer experience and deliver self-service.
Business Requirements
Deviations from the approved trial protocol are common during clinical trials. The client, a Clinical Operations Leader, found the overall management challenging as they work on an average with 15 systems, 10-12 SOPs, numerous forms, templates, checklists, and manuals for 3-4 trials simultaneously.
Deliver self-service for 70% of the service requests and reduce dependency on the customer service center
Paperless delivery to reduce annual mailing volume by 50,000 – 70,000 pieces
Deliver digital experience for a positive impact on the policyholder’s satisfaction
Setting up accurate tooling for all aspects of testing to market
Reduce time/effort spent on new feature development
They had set the following objectives for themselves:
Our Solutions
Our Solution
Hexaware proposed a holistic solution to manage COVID-19-related protocol deviations and amendments happening during COVID-19 and a centralized hub to monitor clinical trials.
OUR SOLUTIONS
Hexaware carried out full CE AMP (CustomerEngage Account Management Portal) implementation by leveraging its digital solutions
• Enabled integration with all the Guidewire xCenters PC (PolicyCenter), CC (ClaimCenter),
• Integrated with insurer’s B2C for Single Sign On (SSO) • Adhered to the OOTB Jutro component in Pattern2 implementation
BC (BillingCenter) and CM (ContactManager)
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Business Benefits
HIGHLIGHTS
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Our holistic solution for deviation and amendments management led to excellence in clinical trials operations, effort reduction, and performance improvement.
85% of interactions previously through calls are now routed through chat
30% faster onboarding with automation and other enhancements like quick routing
Increase in customer satisfaction through focussed data to insights
Reduction in number of licenses. 30% faster onboarding with automation and other enhancements like quick routing 85% of interactions previously through calls are now routed through chat
Delivered straight-through-processing in Quote and Buy and Claims First Notice of Loss
1000+ hours of manual effort per year saved due to multiple policy payments processed in a single transaction, and 900 hours of manual effort per year saved due to complete online survey responses
30% cost saving due to reduction in calls at customer service center
$75k savings delivered as value-adds and automation benefits using Hexaware’s tools for Guidewire Digital
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