The proof of the pudding, as they say,                            is in the eating.

Customer Experience

The Client

A leading property and casualty insurance carrier, a Ward’s Top 50 company.

Business Situation

Our client embarked upon a major initiative to improve customer experience. They wished to make it easier for its independent agents to do business with the company, allow staff to proactively anticipate customer needs and ensure that company resources are directed toward servicing the most profitable customers. The desire was to identify and implement best practices of CRM strategies, processes and technology to reduce costs, streamline operations, and improve market differentiation.

Services Provided

  • Buy v. Build Analysis
  • ROI Analysis
  • Integration Architecture and Strategy
  • Implementation Strategy

Our Work

X by 2 conducted a business analysis of all customer interactions, benchmarked costs, and identified opportunities for cost extraction. X by 2 also isolated specific interactions for 24x7 self-service via web and IVR channels. Based on our business analysis we created a solution vision and its conceptual architecture. We applied our pattern-based methodology for evaluating implementation options. We identified, among others, patterns such as Enterprise Portal, Workflow and Collaboration and Enterprise Integration Broker. We performed buy vs. build analysis considering options such as CRM packages like Siebel, enterprise portal frameworks such as BEA WebLogic Portal and Apache Jetspeed, Integration options such as webMethods, WebLogic Integration and WebSphere MQ Message Broker. We analyzed alternative implementation strategies along with associated benefits and risks, recommended an implementation strategy and created a preliminary road map for execution. We also developed a cost-benefit and ROI analysis for the overall initiative.