Indonesia’s leading Insurance Company uses Open Source to improve Customer Experience (CX)

The Customer:

The insurance company wanted to improve the customer experience of its clients while dealing with their agents, and hence wanted to build mobile applications on smart devices to be used by the agents.

The Challenge:

The entire backend setup had to process the customer data in real-time and cater to thousands of agents’ requests simultaneously.

The Solution:

Ashnik was chosen by the Insurance company to design, deploy and support this highly scalable solution.

The Benefits:

Ashnik’s customer was able to provide a superior experience to its clients and win over new customers with the success of this mobile application.

About the client

Our client is one of the largest, top-tier insurance companies in Indonesia. The insurance giant offers a wide range of products covering life, health, medical insurance and personal accident insurance, unit-linked products, Sharia-based insurance, employee benefits services and much more.

Customer Background

The insurance company wanted to improve the customer experience of its clients while dealing with their agents, and hence wanted to build mobile applications on smart devices to be used by the agents. These applications would provide real-time information to the agents enabling smarter and insightful conversations with the clients. At the back end, this application had to collate data from multiple server side applications.  

Key Challenges

The entire backend setup had to process the customer data in real-time and cater to thousands of agents’ requests simultaneously. Post launch, the setup was also expected to scale-up to cater to nationwide coverage. The client wanted to sync up this data from its backend servers to the smart devices of agents seamlessly but the challenge was inconsistent network connectivity to the smart devices.

The customer wanted to use the right-fit open source technologies that could back-end this application, so as to ensure real-time, relevant data was dispatched to the mobile application. Additionally, it would need to be scalable, highly available and supported as a long term solution. 

The Solution by Ashnik

Ashnik was chosen by the Insurance company to design, deploy and support this highly scalable solution. Using multiple open source technologies such as NoSQL database, Containers, Log aggregation platforms Ashnik designed along with the client team, a solution that could provide offline and online connectivity for these mobile devices to sync up both ways. 

Technologies such as MongoDB, Elastic stack, Docker Container, NGINX were used as the building blocks along with other open source tools. Ashnik helped with deployment of a framework for efficient data synchronization from the backend servers to the smart devices. 

The customer also needed reliable support with the right expertise in open source to continue maintaining this setup. Ashnik provided the initial operational support, handheld the customer’s technical team through the process and enabled them to manage long term operational support. 

After the deployment and implementation, it was essential to ensure the application’s high availability and real-time performance kept going strong. Ashnik extended its expertise through its ashnik flexi pack offering to provide the following services:

  • Weekly monitoring: Remote monitoring of logs, metrics and other system events
  • Reviews: Quarterly reviews with the client’s system owner to review and prioritize issue backlog and discuss monthly ticket reports
  • Health-Check Services and Planned Activities: Dedicated timelines and manpower support for planned activities such as cluster implementation, cluster upgrade and health check activities
  • Incident Based Services: In case of any unplanned incidents, Ashnik responded in time to overcome major challenges to keep the system running successfully. system technical services and implementation changes

Ashnik continues to provide consulting and high-level support for the continued success of this project, till date.

Top Benefits

Ashnik’s customer was able to provide a superior experience to its clients and win over new customers with the success of this mobile application. The customer agents could work more efficiently, and reported a better response and higher customer satisfaction. 

This setup provided the client better insights into its customers behaviour and expectations. This further helped the client to launch new offerings or finetune it’s existing ones. 

The success of this application gave a further boost to client’s confidence in using open source technologies for their business critical applications. The technology team also got trained in the key open source technologies and developed confidence in using them for more projects.