A Customer Portal to the Future

Despite having a legacy of providing secure and value-driven insurance solutions, the provider struggled to keep up with its customers’ evolving needs. After taking a hard look at their aging infrastructure, they sought creative opportunities to transform it.

This engagement focused on the company’s strategic business unit that strives to become an elite underwriting organization by enhancing operational effectiveness, strengthening existing businesses, empowering its people, expanding its market, and preparing for the future.

Some of business unit’s key challenges included maintaining systems that had grown too complex, unwieldy and expensive to maintain and infrastructure that did not support automation, transparency, or rapid iteration.

Delivering digital capabilities is critical to improving customer experience and future-readiness. Traditionally we tend to think of technology in functional ways – such as a claims or underwriting system – but with a customer-centric view, traditional system boundaries are removed and the art of the possible is re-imagined.

DMI conducted extensive user research, defined personas, analyzed customer journeys and dove deep into the systems, applications and technologies that supported the legacy solution. These activities drove a customer centric product roadmap and overall architectural strategy.

With the roadmap in place, DMI used a cloud-native AWS serverless approach that leverages a pay-for-what-you-use pricing model to replace the insurance provider’s outdated traditional SharePoint and SQL Server based systems with a state-of-the-art serverless web application built on services including S3, API Gateway, Lambda, and DynamoDB.

DMI delivered a modern platform that stabilizes the customer’s environment and dramatically reduces the cost of operation. Prior to this engagement, end users were faced with disparate systems to perform various functions, resulting in a disjointed experience.

The new paradigm is a single consolidated digital experience that empowers business scalability, solidifies the brand, and allows the provider to stay competitive.

The insurance company now has a modern application and cloud-enabled approach to better meet customer demands today and for years to come.

With a move to take its portal to the AWS cloud and a customer centric approach to application modernization, the organization realized cost savings of greater than $200,000 a year (or +95%) and is driving increased enrollment in programs like electronic claims payments which significantly reduces operational costs.