Centralised customer support system for Insurance broker

About the Client

A Middle East-based major insurance broker company focused on an array of insurance services such as motor, health, home, travel and corporate broking.

Business Challenges

• The client has multiple stakeholders with various business endpoints, requiring an effective support mechanism for technical issues and business queries.

• The client's support process involves multiple workflows based on query types. They need a scalable solution where workflows and approval processes can be added dynamically.

• A digital solution is expected to support operational optimization with analytical reports.

• There is a need for a rigid framework to manage ticket aging and SLA

Flycatch Solution

• Flycatch conducted extensive user research and designed a platform addressing all the client’s demands. A support portal was designed that can be embedded within any application with integrated security support from the domain or application.

• Dynamic and intelligent ticket categorization allows for the creation of different support category workflows on the fly. Each category supports a pre-defined workflow and approval process.

• Seamless integration with the change management system to convert technical support issues into the development pipeline.

• The platform is designed to record and monitor end-to-end support activities such as assignment, response time, resolve time and logging of all activities.

• The reporting module supports operational optimization with decision-support reports based on operational KPIs.

Business Benefits

• Dramatically reduced the effort of user onboarding and tracking payments.
• Streamlined the communication between banking services and credit bureaus.
• Data-driven dashboard for easier decision-making based on financial data.
• Automated and hassle-free loan repayment for users and business