Digital Transformation: Roadside Services Knowledge Center for an Insurance Company

A large insurance company’s call centers rely on accurate and timely information to assist their subscribers in auto and roadside emergencies. Call center operators use a knowledge base and decision tree application, the Online Resource System, or ORS. The client needed a vendor to learn the application features, gather enhancement requirements from the business, architect a data model, document a technical design, and develop an enhanced application, or ORS 2.0, that could be rolled out to its call centers.

Call center employees at work

Challenge

A large insurance company’s call centers rely on accurate and timely information to assist their subscribers in auto and roadside emergencies. Call center operators use a knowledge base and decision tree application, the Online Resource System, or ORS. The client needed a vendor to learn the application features, gather enhancement requirements from the business, architect a data model, document a technical design, and develop an enhanced application, or ORS 2.0, that could be rolled out to its call centers. The client had stringent processes, application requirements, and an existing application landscape in place. The vendor would need develop the application in an Interwoven Team Site environment and follow defined processes and procedures.

 

Experis Solution

Experis provided a managed team of resources to define, design, and develop a modern web-based call center solution. Experis built a team that ramped up over time, allowing initial resources to get up to speed on the data architecture and begin a technical design of the system. A project manager and technical resources were brought on board to finalize the technical design and develop the applications. As the system neared launch, technical resources ramped down and the system was populated with content by Experis content migrators. The remaining resources aided in the launch and rollout to call centers and helped support the application while the client’s resources were trained on its use.

 

Results

Experis provided expertise and skilled resources to architect and build the state-of-the-art solution the client needed. The client had the process and framework in place but did not have the bandwidth or expertise on staff to dedicate to the life of the project. Experis provided talent for the execution of the project and oversight and leadership from its subject matter experts.

One of the insurer’s largest clients requested that the Online Resource System be updated. The insurance company was able to demonstrate and solidify its value and potentially earn new business with the launch of ORS 2.0.