Max New York Life Insurance : Service Portal

Max New York Life came up with a single sign-on portal solution for multiple customer support apps enabling effective handling of customer queries

Wednesday, May 07, 2008

The project ,Service Portal, was aimed at smoothening the process flow at the Customer Services (CS) department. Prior to this system, the CS representatives had to login to various applications such as Ingenium My Money, My agent, My Flow / Omnidocs, etc, to answer queries. This process consumed substantial time and effort to browse through multiple applications and their interfaces, which eventually impacted customer response time. Owing to this situation, Service Portal was deployed to lay a foundation system for customer services, beginning with a single source of information and further integrating it with an Interactive Voice Response (IVR) system and Customer query complaint mgmt system.

The scope of this project entailed providing a single view of information relevant for answering customer and agent queries. This single view was created by assimilating information across various systems. The information was effectively grouped and placed for efficient querying to reduce response time. The project was deployed levaraging on the already available technology with MNYL, ie IBM Websphere Portal stack. This stack is currently being used for MNYL agents' portal. This not only helped them in reducing the timelines of the project deployment but also helped in reducing total cost of ownership.

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