Pragmasys developed and implemented solution for General Insurance Group which served Regulatory and Compliance needs of the organization, empowered Front Office to perform their day-to-day activities, and thus helped in increased Customer Satisfaction and Operational Efficiency. A customized defined solution was required for a disorganized set up due to a sudden expansion. The solution was build in order to provide Customer 360 degree view to all the stakeholders from top to bottom of the organization so that leads and service requests are managed in a defined manner and could be tracked to complete within defined Turn Around Time. An escalation matrix was to be defined in order to maintain Service level agreements. Integration was required with existing systems in place to have One India View for all the end users. Reporting & Analytics was a must to ensure health check of the overall systems & processes.
Project was implemented using Microsoft Dynamics Sure Step Methodology for “Pragmassurance” solution. Workshops were arranged for business users to demonstrate Pragmassurance complete functionality, usage, reporting & analytics. Training sessions were arranged and delivered by Pragmasys team to all stakeholders to ensure smooth User Acceptance Testing. There were challenges in terms of iintegrations with various interfaces that were already present. Risk was mitigated up to certain extent by using “Stubs”. Major Business Requirements were mapped with Pragmassurance features, which is a standardized defined solution with minor customizations.
Project was delivered on time and a smooth “Go Live” was appreciated by the client. It served all the objectives which were desired by the client. The solution provided Customer 360 degree view to all the stakeholders from top to bottom of the organization. This helped end users to manage leads and service requests in a defined manner and could be tracked to complete within defined Turn Around Time. The system became highly effective with the help of Escalation Matrix defined in the system which helped all the stakeholders to streamline the process of Lead Management and Service Management.
It’s best to use the product features available Out-of-the-box and keep customizations to minimum. This ensures better system stability and faster SDLC. This can be achieved by demonstrating capabilities of the product to the business users and products’ relevance supported by a business case. And, thus enables End-users to visualize better and adapt to best practices.