Silver Lining in the Cloud – On Premise to AWS Cloud Migration
CASESTUDY
AI, ML, Virtual Assistants and Automation Deliver Operational Excellence and 99% SLA much to the customer’s delight
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Our Customer
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AT A GLANCE
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The client is a Fortune 500 government enterprise with purchase and guaranteed mortgages business in the secondary market.
Business Challenges
The client faced operational challenges due to obsolete technologies, inadequate systems, flawed processes, and overall production issues.
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
As the client dealt with mortgages, they often experienced loan defaults. To bring the borrowers back on track and regain their position in the secondary mortgage market, the client encountered challenges in the existing system, such as-
Monolithic, hard-coded business rules, and faulty calculation logic
Legacy platform, resulting in high maintenance and enhancement costs
The inability of business teams in tracking the data flow
Manual-intensive processes creating unfavorable operational disasters
Monolithic architecture, hard-coded business rules, and faulty calculation logic
Our Solutions
Hexaware helped the client with a strategic approach by transforming their cloud journey with Big Data, thus enhancing their customers’ experiences.
OUR SOLUTIONS
The data was ingested from multiple sources, e.g. NICE for Contact Center Data, Salesforce for Opportunity Tracking, Veeva CRM for Sales Tracking, Workday for People & Projects, and Totara for Learning. Hexaware built a Reusable Ingestion (interface) framework and integrated it with Source APIs – as per the availability. Historical data was migrated. The data transformation and optimized storage were done using cloud-native tools.
Our SOlution
We helped in building a centralized data warehouse that aligned with the future state needs. Master Data Management (e.g. clients, projects) and application-specific data marts on AAS / SSAS cubes (e.g. data marts for business results, Remote Sales Engagement) were also created.
Ingestion & Data Transformation
Centralized Datahub
Business Intelligence and Analytics
Business Centric Reporting and Analytics layer was created to deliver intelligence in areas like Remote HCP Engagement, Commercial, Medical, Finance & Human Resource.
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Looking at the challenges, our experts at Hexaware decided to devise a cloud transformation journey for the client that charted the migration path for 600+ applications to AWS. The primary advantages included-
Grand scale automation of processes
Re-engineering of enterprise data management framework
Taking the entire application containerization to the cloud
Refactoring of the current application and economical cloud-native functionalities
Business Benefits
HIGHLIGHTS
Hexaware transformed all three aspects of the client’s business – Loan Acquisition, Servicing, and Securitization to deliver operational efficiency and optimal productivity.
Our holistic solution for deviation and amendments management led to excellence in clinical trials operations, effort reduction, and performance improvement.
Minimal impact and almost nil disruptions during the pandemic as virtual agents took over the load of actual agents
API enabled platform for quick and easy plug in to capabilities ranging from content, concierge requests, user preferences, chat and self-service lifestyle functions
Reduction in number of licenses
Increase in customer satisfaction through focussed data to insights
30% faster onboarding with automation and other enhancements like quick routing
85% of interactions previously through calls are now routed through chat
To gain optimal business outcomes with cutting-edge technology that would enhance customer experiences, the client boasted of a host of benefits-
Derived significant Customer Value Adds (CVA) by leveraging Automate Everything Automated 650 test cases with CICD (continuous integration, continuous deployment), driving 11 successful production releases Accelerated code development with the new tool by 30% Minimized time taken to process applications by deploying the API policy and eliminated the need for manual hand-offs from the client’s staff Enhanced customer engagement with chatbots and a centralized hub to streamline data flow from 6 upstream and 7 downstream applications
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