MetLife: sales and document management
Two interconnected systems for an international insurance holding: sales with payment right during the call, plus document printing and delivery. Sales grew by 8% in six months.
Challenge
Automate the company's insurance sales and document workflow: the full cycle from selling an insurance product to printing and sending documents. Support several sales business processes, PCI DSS requirements for payment during the call, and reporting to the company's international standards.
Goals
- Reduce costs
- Automate business processes
- Collect and analyze statistics
- Optimize document workflow
- Monitor project KPIs
- Increase customer loyalty
Solution
We built two interconnected systems from scratch.
- Software for call-center agents: multi-level field validation and a connection to the FIAS (Russian federal address database) minimize errors
- Several sales business processes in one system: integration with the company's existing systems, and customers choose how to complete the application and pay
- Payment during the conversation: IVR accepts card details in compliance with PCI DSS, with integration into the bank's payment system
- Automated reporting on agent performance in line with the company's international standards
- System for the printing department: data on activated services arrives online, documents are printed, including controlled forms
- Shipment records and delivery tracking of documents to the customer, integration with courier services, SMS and email notifications
Results
Marketing campaigns for the corporation's partners are launched in 1–2 days. Payment during the call increased sales by 8% in six months. Combining several business processes in one system had a positive effect on customer loyalty. Scope of work: business analysis ~2500 hours, architecture and development ~8000 hours, testing ~1500 hours.
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