The Challenge
Legacy System Integration
Complex integration requirements with existing monolithic architecture
Regulatory Compliance
Strict US insurance regulations and data retention policies
High Data Volume
Managing large volumes of customer feedback and dispute data
Minimal Disruption
Deploying new features without affecting ongoing operations
Performance Improvements
Response Time Improvement (hours)
- Before Implementation
- After Implementation
Issue Type Distribution
Customer Satisfaction Score Trend
- CSAT Score
Comprehensive Solution Modules
Customer Feedback Management
Real-time feedback collection and sentiment analysis across all touchpoints
- Web/Mobile Integration
- NPS Surveys
- Rating Scales
- Analytics Dashboards
Complaint Management
Structured complaint lifecycle with categorization and SLA tracking
- Issue Categorization
- Auto-Escalation
- SLA Management
- Resolution Timelines
Dispute Management
End-to-end dispute resolution workflow with compliance tracking
- Dispute Lifecycle
- Claims Disputes
- Billing Errors
- Audit Trail
System Architecture
Visual representation of the insurance platform architecture and workflows
Platform Architecture
Microservices-based modular architecture for scalability
Claims Automation
Automated claims processing and dispute resolution workflow
Risk Management
Comprehensive risk assessment and compliance tracking
Technology Stack
Frontend
- React.js
- Angular
- TypeScript
- Responsive Design
Backend
- Java Spring Boot
- Node.js
- RESTful APIs
- Microservices
Database
- PostgreSQL
- MongoDB
- ElasticSearch
- Redis Cache
Cloud & DevOps
- AWS ECS
- AWS RDS
- Lambda
- CloudWatch
Integrations
- Salesforce CRM
- Twilio
- Email Services
- SMS Gateway
Security
- OAuth 2.0
- JWT
- Encryption
- Audit Logs
Analytics
- ElasticSearch
- Kibana
- Custom Dashboards
- Sentiment Analysis
Monitoring
- CloudWatch
- Application Logs
- Performance Metrics
- Error Tracking
Business Impact
Key Achievements
45% improvement in response time to customer disputes within first quarter
30% increase in customer satisfaction score (CSAT)
100% regulatory compliance for dispute resolution processes
65% reduction in call center load through self-service tracking
Scalable microservices architecture for future growth
Seamless integration with legacy systems using feature toggles
Strategic Value
The implementation of customer feedback, complaint, and dispute management modules transformed the insurance provider's customer service operations. The modular microservices architecture ensured minimal disruption while providing scalability for future enhancements. Compliance with US insurance regulations was embedded throughout the solution design.
"The new modules have dramatically improved our customer service capabilities. We now have complete transparency in our dispute resolution process, which has strengthened customer trust and helped us exceed regulatory requirements."
— VP of Customer Experience
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