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

Agency Information Management

The Client

A leading property and casualty company in the United States.

Business Situation

Driven by the desire to identify, retain and grow their most profi table agents, our client embarked on an initiative that would leverage technology and new business models, especially eBusiness models, to create a Centralized Customer Management system. Our client relies on a network of independent agents to sell its products and services and saw its lack of a single view of the agent as a barrier to growth. They believed that superior customer service would drive their long-term success and make them the preferred carrier of choice.

Services Provided

  • Application Architecture and Strategy
  • Integration Architecture and Strategy
  • Detailed Design
  • Advanced Software Development
  • Knowledge Transfer

Our Work

X by 2 brought progressive architectural thinking and speed of development to bear on the client’s problem moving from requirements to project completion in less than five months. We worked with the client to consolidate their customer information, which was spread across various systems and to develop consensus with various departments about what kind of customer service related information requirements were needed. The process of achieving consensus revealed recurring patterns, unmasked repetitive processes and identified unique features that would ultimately be integrated into a single repository of agent information. The Centralized Customer Management application integrated seamlessly with existing structures and systems across the enterprise. After thorough testing and quality assurance reviews, the knowledge transfer was complete and the client received training to foster self-sufficiency.

Benefits Realized

  • Improved customer service by providing a single view of the customer and centralized access to agent performance information, preferences, behaviors, organizational structures, etc.
  • Enhanced market differentiation, streamlined operations, and reduced costs.
  • Architectural foundation to add new features and functionality with ease 
  • Low Total Cost of Ownership – initial construction, evolution and extension, and ongoing support and maintenance of changes to requirements and new features and functionality.