Case Study – VI

"Built on Trust: Enabling Growth for a Global Mutual Life Insurance Leader"

The client is One of the Largest Mutual Life Insurance Companies globally. Owned by its policyholders, client focuses on longterm stability and customer-first solutions. It offers a variety of financial products, including life, disability, and dental insurance, as well as wealth management services, serving millions of individuals and businesses across the U.S.

PROBLEM

As one of the largest mutual life insurance companies with multiple subsidiaries, the client offers a wide array of insurance and investment products—including life, disability, dental insurance, and wealth management services. However, these products were managed across multiple, siloed platforms, each with its own workflows, data models, and customer interaction points. This fragmented ecosystem led to significant operational inefficiencies, duplication of effort, and inconsistent customer experiences.
The lack of a centralized system made it challenging to maintain product consistency, monitor performance, and deliver seamless service across channels. Additionally, internal teams faced difficulties in accessing real-time insights and responding quickly to evolving market demands. To address these issues, the client needed a unified platform that could integrate product management functions, streamline service delivery, and elevate the customer experience across its entire suite of offerings.

SOLUTION

On collaboration we created a scalable architecture that supports future Customer Experience initiatives. This foundation enabled the client to deliver business value faster and more cost-effectively, enhancing customer interactions and streamlining operations for greater efficiency.

IMPACT

The implementation of the Underwriting WAF streamlined the quote-handling process. The integration of the TIBCO workflow automated business logic and enhanced underwriter user screens, significantly improving efficiency. End-user training ensured smooth adoption, enabling users to quickly familiarize themselves with the new workflow system, resulting in increased productivity and accuracy.