Client
A Forward-Thinking Insurer Ready for Change
Our client, a federated operating company within a global conglomerate, is a major player in auto insurance, with additional offerings in pet and personal accident medical coverage. What sets them apart? They operate exclusively through direct sales—no brokers, just a straight line to their customers. This approach gives them a unique edge, but it also means their digital experience has to be top-notch to keep up with today’s fast-moving market.
Challenge
Outdated Systems Holding Back Innovation
Let’s face it—legacy systems can be a real drag. The client’s digital front-end was showing its age, making it tough to roll out new products or features quickly. Launching a new line of business? That took way too long. They needed to:
- Attract millennials and younger customers who expect everything at their fingertips.
- Prepare for a future roadmap, especially as they eyed new products for the Japanese market.
- Improve straight-through processing to streamline operations.
- Cut down on call drop rates and boost first-time resolution for customer queries.
- Launch smarter, more targeted sales campaigns.
In short, they wanted to move fast, innovate, and deliver a seamless experience—but their tech just wasn’t keeping up.
Solution
Guidewire-Powered Modernization with Hexaware
Hexaware stepped in as a trusted IT partner, ready to roll up our sleeves. Our approach? Modernize, automate, and empower.
- Application Modernization in Insurance: We migrated their legacy systems to the agile, configurable Guidewire Application Suite, making everything more responsive and future-ready.
- Digital Experience Overhaul: Using Guidewire Digital, we revamped the customer journey—faster quotes, better self-service, and a slicker user interface.
- 360-Degree Customer View: By integrating with their CRM via MULE, we gave both customers and call center agents a complete, real-time view of every interaction.
- Data Lake Transformation: We moved their data to the cloud, unlocking powerful analytics for sharper, more targeted sales campaigns.
- Automation Everywhere: More automation meant smoother straight-through processing and smarter, data-driven decisions.
The result? A transformation that touched every part of their business, from the front-end experience to back-end efficiency.
Benefits
Real Results, Real Impact
The numbers tell the story:
- Faster Time-to-Market: Three new product variants launched in just two years—what used to take ages now happens in a flash.
- Sales Growth: Quarterly, data-driven campaigns led to significant year-on-year sales increases.
- Operational Efficiency: Straight-through processing jumped by 30%, slashing operating costs.
- Customer Service Wins: Over 500 call center users now have a 360-degree customer view, cutting call drops and boosting first-time resolution.
- User Experience: Digital users now get quotes 50% faster, setting a new standard for customer satisfaction.
Summary
Empowered for the Future
Hexaware partnered with a leading auto insurer for legacy system modernization using Guidewire, enhancing digital experience, speeding product launches, and boosting sales. The transformation improved automation, customer service, and data-driven campaigns, resulting in faster time-to-market, higher customer satisfaction, and significant operational cost savings.
