Max New York Life Insurance : Service Portal

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.