01 — The brief
The problem
Customers had to call branches for routine policy updates.
02 — How we built it
The approach
- Mapped 14 claim-handling workflows.
- Built customer-facing screens with AngularJS.
- Migrated reference data from Oracle.
- Ran a phased rollout.
03 — Outcomes
The results.
−61%
Branch call volume
4.6/5
CSAT after launch
14
Workflows migrated
Stack
ServiceNowAngularJSJavaOracle
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