Source: https://dzone.com/storage/assets/9818229-case-study-axa-outsystems.pdf
AXA, the #1 ranked global insurance company, wanted to strengthen relationships with independent brokers by providing them with immediate online access to customer claims data from any device. In addition, they needed a new platform to drive legacy system modernization. AXA made brokers and customers happy (and reduced costs) by building an insurance portal for brokers in 3 months using the OutSystems low-code platform.
Challenge:
AXA needed a broker portal, fast. Independent brokers with AXA Commercial Lines expected easy online access to their customers’ claim infor - mation from any device. Instead, they had to call AXA’s overburdened customer service center and wait on hold. Concerned that brokers would move their busi - ness elsewhere, AXA called on its IT team to build an innovative insurance portal. But there was a catch. IT spent most of its budget maintaining ex - isting applications and aging legacy systems. How could the IT team build a broker portal quickly, with limited resources, that could be accessed by mobile phones, tablets and PCs?
AXA’s IT team turned to the OutSystems low- code development platform to help build enterprise-grade apps fast. They chose OutSystems for its:
- Robust low-code development and application deployment in an amazingly short time-frame.
- Open platform with no vendor lock-in , offering familiarity and portability.
- Strength of integration between legacy systems and new applications, enabling system modernization.
Solution:
Armed with OutSystems, the IT team built the eServe insurance portal in just 3 months, about half
the time it would take with traditional development methods. The platform enables the portal
to integrate with AXA’s legacy system, an in-house
platform based on Oracle and .NET.
Now brokers can instantly retrieve their customers’
claim information 24/7 from a desktop, tablet or
mobile device. No more threat of leaving for a better broker experience elsewhere! And calls to customer service have slowed, allowing AXA to greatly
reduce call center costs.
During the pilot program and again after rollout,
brokers found the system intuitive and easy to use
without special training.
“OutSystems enabled us to rapidly build eServe, a web-based insurance portal for our
brokers that helps them better serve their customers and eliminates unnecessary processes
and delays,”
said Chris Voller, Director of Claims.
Even better, AXA launched a customer version of
eServe that enables policyholders to directly access
information about their claims – another boost to
customer satisfaction.
Solution Capabilities:
- Real-time status tracking of insurance claims for 3000+ brokers
- Clear identification of suppliers allocated to claims (repair shops, for example)
- Clear identification of the next steps and timelines in the workflow for each individual claim
Result:
Perhaps more importantly, OutSystems gave AXA the vision and means to achieve future legacy system modernization and digital transformation across the organization
