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Software AG > Case Studies > Roundcube delivers a superior customer experience using webMethods

Roundcube delivers a superior customer experience using webMethods

Technology Category

Platform as a Service (PaaS) - Application Development Platforms
Platform as a Service (PaaS) - Connectivity Platforms

Applicable Functions

Business Operation
Sales & Marketing

Services

Cloud Planning, Design & Implementation Services
System Integration

The Challenge

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.

About The Customer

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.

The Solution

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.

Operational Impact

Roundcube delivers an intuitive out-of-the-box UI that business users can easily modify without any need for specialized IT skills.
Roundcube’s Web-based UI also allows customers to compare prices in aggregate, a feature many competitors do not offer.
Roundcube’s solution allows for 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.

Quantitative Benefit

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.
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 delivers a superior customer experience using webMethods

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