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success story

In Today's Insurance Industry, Process Maturity No Longer Guarantees Competitive Advantage

Virtusa enables a leader in the home emergency services business to transform from a policy-centric to a customer-centric enterprise through a unique Master Customer Data Management (MDM) solution.



The Challenge

Hindered by an outdated, legacy platform

Our client faced multiple challenges in customer experience, notably:

  • Inability to address customer requirements from multiple channels
  • Ambiguous and duplicate data entry
  • Lack of data-driven business decision making
  • No real-time data access
  • Inability to quickly respond to changing business requirements
The Solution

Innovative and adaptive solutions

Virtusa developed a Talend based, global customer master data management platform for enterprise data integration, migration and MDM solution. We followed our proprietary Accelerated Solution Design (ASD) led iterative development methodology and successfully:

  • Implemented batch and real-time integration driven by Pega and Talend
  • Leveraged Talend Centre of Excellence and pre-defined Virtusa frameworks deployed on Talend integrated platform to deliver different ETL and MDM capabilities across geographies
  • Used Talend's matching and standardization services, coupled with Capscan
  • Formulated hybrid insurance/services model to meet client requirements
The Solution
The Benefit

Virtusa's integrated enterprise information management solution empowered the transformation of the client's organization towards customer-centricity through the golden master customer record, resulting in a host of benefits:

  • Multiple business applications were consolidated into a unified, enterprise-grade BPM platform
  • Reduced cycle time resulting from the new platform improved operational efficiencies and enabled faster rollout of products and offers.
  • Improved marketing efficiency resulted in savings of 5M GBP over the first 3 years after implementation.
  • ~1 million customer records cleansed to improve the effectiveness of sales, customer service, and marketing processes
  • Digital transformation: The solution offered a single customer record to enable self-service via internet-based channels
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