Category: Excellence in Insurance Customer Service

Infosys McCamish nominated by Pega Systems

Situation
  • Multiple disconnected systems
  • Inconsistent manual processes
  • Lack of 360° customer view
  • Inability to scale-up services to meet growing business opportunities
Implementation & Innovation
  • Six Sigma process assessment
  • 20/80 approach
  • Situational layer cake for LOB specific processes
  • Unified layer integrating with multiple systems of record
Benefits
  • Improve Operational Efficiency
  • Customer Centric Service Model engaging across multiple channels
  • Unified Customer Service Layer
  • Reduce CSR onboarding time
Technology
  • BPM along with SOA and Pega Frameworks (PRPC, CPMi & PCI)
  • Legacy and Client Server based Systems of Record