SC Desktops Delivered for Large Insurer in DotNet

A large insurance company's enterprise-wide change initiative means the IT department needed to simplify the Service Centre Desktop (SCD). ThoughtWorks were engaged to help develop the new desktop; a single entry point to several back-end policy systems with a new user interface, for all staff in more than 50 call centres.

Why?

The background to the project was the need to improve customer service and reduce redundancy. The client measures call centre quality by call length, as an indication of customer satisfaction. Improvements to information accessibility and user-interfaces are essential.

How?

In a fully co-sourced project, ThoughtWorks and the client team delivered the pilot in seven months using ThoughtWorks' Agile approach. The pilot was deemed a success and rolled out across the call centre environment. One of the challenges was that the new system needed to be an extension of the client's award-winning .NET application and leverage existing code.

Building on the existing system and leveraging the .NET framework, the team worked together to create the new SCD. Functionality relating to security, logging, instrumentation, codes services and data access was kept in place. By adhering to an open services-based architecture, the SCD easily integrated with the rest of the environment, delivering results faster and with higher quality than would have been possible with a straight code rewrite.

The Results?

• Better customer service, through faster response rates enabled. Leading to higher percentages of calls closed on the first attempt
• By consolidating the access points to key information, further benefit to the company was a reduction in training costs
• SCD can be easily updated with new bespoke development
• Maintenance costs reduced
• Common knowledge is shared across team members.

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