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AIG Enhances Customer Experience and Boosts Efficiency with OpenLegacy
Technology Category
- Application Infrastructure & Middleware - Event-Driven Application
- Networks & Connectivity - NFC
Applicable Industries
- Finance & Insurance
Use Cases
- Time Sensitive Networking
- Usage-Based Insurance
Services
- System Integration
The Challenge
AIG, one of the world's largest financial and insurance companies, faced significant challenges in delivering a seamless customer experience. Despite promoting a 'one call does it all' approach, their call center representatives had to manually enter data from their call center application into their core insurance system. Their IBM i applications, while reliable, were difficult to integrate with other systems in the technical stack. This made it nearly impossible to provide users with instant calculations of car insurance exchanges, a process that would have taken a year of development with the existing tools. This delay could potentially lead to the loss of clients and increased costs. AIG had invested heavily in streamlining their call center processes, but implementation proved challenging and the long-term approach was still far from achieving a fully online, fully digital workflow. Additionally, AIG needed a better way to pay insurance claims without redundant, monthly manual effort. The process took eight days of work every month and could not be done on the legacy system, leading to frustration and a sense of wasted time and effort for the insurance agents.
The Customer
AIG
About The Customer
AIG is one of the largest financial and insurance companies in the world, with operations in more than 80 countries and jurisdictions. They have been promoting a 'one call does it all' approach for many years, but behind the scenes, their call center representatives had to manually enter data from their call center application into their core insurance system. This led to inefficiencies and delays in providing instant policy quotes and processing insurance claims. Despite investing heavily in streamlining their call center processes, AIG was still far from achieving a fully online, fully digital workflow.
The Solution
AIG turned to OpenLegacy for a microservices API approach to overcome these challenges. OpenLegacy's API integration and management solution solved the company's primary challenge of instant policy quote calculation. The IBM i pre-built connector quickly and efficiently exposed APIs internally and externally and supported their existing DevOps practices. OpenLegacy's innovative approach to modeling legacy applications rapidly identifies fields, data types, actionable items, and even the relationships between different screens. This made it possible for the organization to automate processes and save a significant amount of time exposing new APIs and microservices. As a result of the call center API integration, all processes in the call center are now streamlined. Representatives can finally produce truly instant policy quotes, without working across multiple green screens. To expedite the payment of insurance claims, OpenLegacy exposed an interface that could be called from different systems, automating the payment process. The claim processing solution now saves eight staff days per month—a time savings of 40 percent—and decreases payment time from days to minutes.
Operational Impact
Quantitative Benefit
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