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Max New York Life Insurance : Service Portal

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PCQ Bureau
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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.



Project Specs
Project Heads:

Vandana Gote (Project Manager)

Gaurav Yadav (Tech Lead)

Deployment Location:

Gurgaon, Dehradun, and Rajamundry

Team Size: 5 internal employees

Tech Used: Clustered IBM WebSphere

server, Content Server, MQ Server, and Oracle 9i Database Server, all

running on IBM Blades

Expected life: Life Long

Implementation

Partner

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