Software AG > 实例探究 > Roundcube delivers a superior customer experience using webMethods

Roundcube delivers a superior customer experience using webMethods

公司规模

Mid-size Company

地区

Europe

国家

Netherlands

产品

webMethods BPMS
webMethods Integration Server

技术栈

Business Process Management System
Integration Server

实施规模

Enterprise-wide Deployment

影响指标

Customer Satisfaction
Productivity Improvements
Cost Savings

技术

应用基础设施与中间件 - API 集成与管理
应用基础设施与中间件 - 数据交换与集成

适用功能

销售与市场营销
商业运营

服务

云规划/设计/实施服务
软件设计与工程服务

关于客户

Roundcube is a daughter company of Combined Computer Services (CCS), a Holland-based software company that has been developing IT solutions for the insurance industry for more than 30 years. After extensive market research, CCS chose to partner with Software AG to develop the Roundcube solution and define the strategy for international expansion. The company name— Roundcube—was chosen to emphasize the stability of back-office systems and the roundness and flexibility required in front-end systems.

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挑战

The insurance industry is facing a myriad of challenges including aging IT infrastructure, increasing customer churn, decreasing turnover, protracted time-to-market, disruptive new entrants and a steady stream of new regulations. Additionally, more and more customers are looking for a digital touch point with their insurance providers. In order to keep up in this environment, providers are looking for an easy-to-use digital solution that has a rapid ROI, a low TCO and can be integrated with legacy systems. The solution must also come with a Web portal that’s reliable and customer-friendly for easy online access to services. Analysts refer to the market for digital insurance solutions as immature and with lots of potential for growth.

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解决方案

The experts at Roundcube have leveraged webMethods BPMS and integration capabilities to develop an agile, modular and SOA-based policy, billing and claims management solution designed to meet the needs of business users, IT executives and customers of the insurance industry. By using webMethods, Roundcube is able to fully integrate with any back-office application and legacy systems, offer best-practices processes that can be modified by business users and adapted to the insurer’s specific business model, assure omni-channel accessibility for customers, employees, body-shops, brokers and other third parties, leverage self-service components to create the ultimate customer experience, and offer its solution in the cloud.

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运营影响

Roundcube delivers an intuitive out-of-the-box UI that business users can easily modify without any need for specialized IT skills. This allows a business to further customize the UI to fit their customers’ needs.
Roundcube’s Web-based UI also allows customers to compare prices in aggregate, a feature many competitors do not offer. This means the customer no longer has to visit other websites to compare prices. All the resources they need are available directly from Roundcube.
The solution is designed to protect investments in infrastructure by seamlessly integrating legacy systems, which helps insurance companies to avoid the high costs and risk associated with rip and replace. Roundcube is platform-independent and SOA-based so it can be easily integrated into any IT environment, no matter how complicated. This allows the company to build on the strengths of existing infrastructure and extend its useful life.

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数量效益

Up to 60 percent of customers who contact their insurers’ call centers only do so because they are unable to access services on the company’s website.
Automated approval based on business rules, which means that if a customer’s claim fulfills all the predefined requirements, the system can preapprove them the moment they hit submit.

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Roundcube delivers a superior customer experience using webMethods

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