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CHALLENGES
A leading U.S. life, annuity, and retirement carrier embarked on a digital transformation journey, initiating initiatives across business operations to enhance customer and intermediary experience for 25 business applications related to the new business and policy servicing areas. This multi-year program was initiated to upgrade the platform to build secure customer's and intermediaries websites. It should also support all the applications that cater to the stakeholders across life, annuity, and retirement LOBs. However, there were some challenges, such as:
- Lack of customer-focused user experience leading to increased call volume.
- The applications were not mobile responsive and had a high lifecycle time releasing new features to the business applications.
- Application slowness and instability, legacy interface dependencies, and lack of faster content updates.
- Lack of comprehensive analytics.
SOLUTION
- Mindtree meticulously studied the applications and processes and transformed the entire technology stack of the applications, which supported core business functions like sales, new business, commissions, reports, policy, and user management.
- Adapted an agile framework in implementing responsive ADA compliant UI compatible with the mobile, tablet, and website view and migrated to light weight JBoss from heavy WebSphere. Facilitated the migration of application-specific business rules from the UI to the service layer and converted them from SOAP-based API to REST API. Upgraded to Angular 7 and removed all legacy UI code.
- Implemented a new analytics framework with improved tracking of activity and usage.
- Implemented Acceptance Test Driven Development and integration with Git based CI/CD pipeline, reducing deployment time by 70%.
- Adapted Pod in a Box delivery module.
- Implemented CI/CD framework based on GitLab, integration with Docker, Artifactory, Jasmine, Sonar, XL Deploy/Release, Selenium, and Fortify.
BENEFITS
- Ease of use and adoption rates improved by around 40% in three months.
- Adoption of self-service improved by 50% for policy servicing tasks through the website.
- 40%-60% performance improvement of the applications and 60% reduction in cycle time for deployment.
- Improved user experience across different user types such as Advisor, Broker, Dealer, Employer, TPA, Retirement Participant, Life and Annuity Consumer, and Strategic partners.
- Comprehensive web analytics framework for activity and usage tracking.
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