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Bridging legacy systems with Salesforce to create a holistic and accurate customer view
Challenge
Our client, an Irish based insurance provider, was struggling with old and inefficient mainframe systems that required operations teams to process new product purchases or policyholder information changes. The company operated different types of businesses and had undergone a merger in the past, so they were hampered by an infrastructure of multiple batch processing systems that were difficult to connect. As a result of this, employees had to log into 4 different admin systems to retrieve data for each customer.
The manual nature of the process was counterproductive and vulnerable to error. The company wanted to integrate their existing systems with Salesforce to generate a holistic view of customer information and enable policyholders and brokers to key in information themselves, which would improve data veracity, increase back-office efficiency and speed up time to launch.
Solution
Resolve built an instance of IntegraLynx that hoovers all customer data from the 4 admin systems daily, homogenising it into a unified format before combining it and feeding it into Salesforce to provide a unique and up-to-date view of customer data.
Improving Fund Switch Data Accuracy
Traditionally, if a customer wanted to make a change to their investments, they would have to make a request which would be fulfilled by someone on the operations team. This was a complex and time-consuming process.
IntegraLynx has helped us achieve a significant reduction in end-to-end processing and customer journey time, meaning greater efficiency for the company and an enhanced experience for the customer.
Head of Fund Operations, Global Investment Company.
Outcome
Integralynx has enabled process digitisation for the company, enabling cases to be submitted through the online channel, and reducing manual back-office intervention. As a result, there have been significant improvements, with a 53% uptick in New Business data veracity, and a 42% improvement in Fund Switch data accuracy. Brokers and sales agents can now view all customer data through Salesforce, and this information is refreshed daily, ensuring it is up-to-date.
If you’re interested in learning more about the solution developed for this client, you can do so by watching this Instech webinar.