Software AG Case Studies Roundcube delivers a superior customer experience using webMethods

Edit This Case Study Record

	Roundcube delivers a superior customer experience using webMethods Software AG

Roundcube delivers a superior customer experience using webMethods

Software AG

Technology Category	Application Infrastructure & Middleware - API Integration & Management Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Functions	Sales & Marketing Business Operation
Services	Cloud Planning, Design & Implementation Services Software Design & Engineering Services
Challenge	The insurance industry is facing a myriad of challenges including aging IT infrastructure, increasing customer churn, decreasing turnover, protracted time-to-market, disruptive new entrants and a steady stream of new regulations. Additionally, more and more customers are looking for a digital touch point with their insurance providers. In order to keep up in this environment, providers are looking for an easy-to-use digital solution that has a rapid ROI, a low TCO and can be integrated with legacy systems. The solution must also come with a Web portal that’s reliable and customer-friendly for easy online access to services. Analysts refer to the market for digital insurance solutions as immature and with lots of potential for growth. Read More
About Customer	Roundcube is a daughter company of Combined Computer Services (CCS), a Holland-based software company that has been developing IT solutions for the insurance industry for more than 30 years. After extensive market research, CCS chose to partner with Software AG to develop the Roundcube solution and define the strategy for international expansion. The company name— Roundcube—was chosen to emphasize the stability of back-office systems and the roundness and flexibility required in front-end systems. Read More
Solution	The experts at Roundcube have leveraged webMethods BPMS and integration capabilities to develop an agile, modular and SOA-based policy, billing and claims management solution designed to meet the needs of business users, IT executives and customers of the insurance industry. By using webMethods, Roundcube is able to fully integrate with any back-office application and legacy systems, offer best-practices processes that can be modified by business users and adapted to the insurer’s specific business model, assure omni-channel accessibility for customers, employees, body-shops, brokers and other third parties, leverage self-service components to create the ultimate customer experience, and offer its solution in the cloud. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Functions

Sales & Marketing

Business Operation

Services

Cloud Planning, Design & Implementation Services

Software Design & Engineering Services

Challenge

The insurance industry is facing a myriad of challenges including aging IT infrastructure, increasing customer churn, decreasing turnover, protracted time-to-market, disruptive new entrants and a steady stream of new regulations. Additionally, more and more customers are looking for a digital touch point with their insurance providers. In order to keep up in this environment, providers are looking for an easy-to-use digital solution that has a rapid ROI, a low TCO and can be integrated with legacy systems. The solution must also come with a Web portal that’s reliable and customer-friendly for easy online access to services. Analysts refer to the market for digital insurance solutions as immature and with lots of potential for growth.

About Customer

Roundcube is a daughter company of Combined Computer Services (CCS), a Holland-based software company that has been developing IT solutions for the insurance industry for more than 30 years. After extensive market research, CCS chose to partner with Software AG to develop the Roundcube solution and define the strategy for international expansion. The company name— Roundcube—was chosen to emphasize the stability of back-office systems and the roundness and flexibility required in front-end systems.

Solution

The experts at Roundcube have leveraged webMethods BPMS and integration capabilities to develop an agile, modular and SOA-based policy, billing and claims management solution designed to meet the needs of business users, IT executives and customers of the insurance industry. By using webMethods, Roundcube is able to fully integrate with any back-office application and legacy systems, offer best-practices processes that can be modified by business users and adapted to the insurer’s specific business model, assure omni-channel accessibility for customers, employees, body-shops, brokers and other third parties, leverage self-service components to create the ultimate customer experience, and offer its solution in the cloud.

Impact #1	Roundcube delivers an intuitive out-of-the-box UI that business users can easily modify without any need for specialized IT skills. This allows a business to further customize the UI to fit their customers’ needs.
Impact #2	Roundcube’s Web-based UI also allows customers to compare prices in aggregate, a feature many competitors do not offer. This means the customer no longer has to visit other websites to compare prices. All the resources they need are available directly from Roundcube.
Impact #3	The solution is designed to protect investments in infrastructure by seamlessly integrating legacy systems, which helps insurance companies to avoid the high costs and risk associated with rip and replace. Roundcube is platform-independent and SOA-based so it can be easily integrated into any IT environment, no matter how complicated. This allows the company to build on the strengths of existing infrastructure and extend its useful life.

Impact #1

Roundcube delivers an intuitive out-of-the-box UI that business users can easily modify without any need for specialized IT skills. This allows a business to further customize the UI to fit their customers’ needs.

Impact #2

Roundcube’s Web-based UI also allows customers to compare prices in aggregate, a feature many competitors do not offer. This means the customer no longer has to visit other websites to compare prices. All the resources they need are available directly from Roundcube.

Impact #3

The solution is designed to protect investments in infrastructure by seamlessly integrating legacy systems, which helps insurance companies to avoid the high costs and risk associated with rip and replace. Roundcube is platform-independent and SOA-based so it can be easily integrated into any IT environment, no matter how complicated. This allows the company to build on the strengths of existing infrastructure and extend its useful life.

Benefit #1	Up to 60 percent of customers who contact their insurers’ call centers only do so because they are unable to access services on the company’s website.
Benefit #2	Automated approval based on business rules, which means that if a customer’s claim fulfills all the predefined requirements, the system can preapprove them the moment they hit submit.

Benefit #1

Up to 60 percent of customers who contact their insurers’ call centers only do so because they are unable to access services on the company’s website.

Benefit #2

Automated approval based on business rules, which means that if a customer’s claim fulfills all the predefined requirements, the system can preapprove them the moment they hit submit.

Download PDF Version

Overview

Roundcube delivers a superior customer experience using webMethods

Operational Impact

Quantitative Benefit