Key highlights
Expanded market reach through targeted engagement
Reduced production defects and operational friction
Elevated customer and agent satisfaction levels
Overview
Zensar partnered with a US-based multi-line regional property and casualty insurance company operating in Arkansas, Colorado, Florida, Louisiana, Mississippi, and South Carolina. The engagement focused on Guidewire-led core modernization, human experience engineering, and advanced digital marketing. Using the Zensar HXI Framework, Intelligent Guidewire Factory, and Insurance Analytics, we delivered seamless policy purchase experiences, reduced production defects, and significantly boosted engagement across both customer and agent channels.
Challenges
1.
Legacy core systems lacked standardization across multiple business lines, slowing efficiency and scalability.
2.
Limited digital engagement for customers and agents impacted policy sales and service delivery.
3.
Absence of integrated tools for personalized marketing reduced campaign reach and effectiveness.
4.
Frequent production defects created operational inefficiencies and service reliability issues.
5.
Complex integration needs for Guidewire PolicyCenter, ProducerEngage, CustomerEngage, BillingCenter, ClaimCenter, and Hubspot.
Solution
1.
Modernized core systems using Guidewire to standardize processes across various business lines.
2.
Built a user-centric digital portal on OTB CustomerEngage for frictionless policy purchase experiences.
3.
Developed an agent virtual office on ProducerEngage to enable self-service operations and reduce manual overhead.
4.
Applied Gen AI to create personalized ad campaigns, increasing engagement and conversions.
5.
Enhanced marketing effectiveness through targeted campaigns supported by advanced analytics.
6.
Leveraged Zensar HXI Framework, Intelligent Guidewire Factory, and Insurance Analytics to combine experience engineering with operational excellence.
Impact
Expanded demand and market reach through data-driven, personalized campaigns.
Reduced production defects, enhancing operational efficiency and system reliability.
Boosted engagement for both customers and agents via intuitive digital touchpoints.
Lowered operational costs by streamlining processes and improving marketing ROI.
Strengthened loyalty and retention through consistent, high-quality digital experiences.