Liberty saves millions of dollars using API-led connectivity
Customer Company Size
Large Corporate
Region
- Africa
Country
- South Africa
Product
- MuleSoft
Tech Stack
- API-led connectivity
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Services
- Software Design & Engineering Services
About The Customer
Liberty Holdings is a South Africa-based financial services and insurance group. The company is committed to providing excellent customer service. However, the company was facing a challenge due to its outdated and inefficient claims process. The company's claims, customer, and underwriting data information was stored in multiple monolithic back-end systems. This resulted in a suboptimal insurance claims process that required claims processors to manually extract data from seven different systems and enter it into a spreadsheet. They then had to log into several other systems in order to process a claim. The operation was slow, prone to human error, and did not provide the level of support that Liberty’s customers expected.
The Challenge
Liberty Holdings, a South Africa-based financial services and insurance group, was facing a challenge due to its outdated and inefficient claims process. The company had its claims, customer, and underwriting data information stored in multiple monolithic back-end systems. This resulted in a suboptimal insurance claims process that required claims processors to manually extract data from seven different systems and enter it into a spreadsheet. They then had to log into several other systems in order to process a claim. The operation was slow, prone to human error, and did not provide the level of support that Liberty’s customers expected. Liberty needed to digitally transform its operations, modernizing legacy systems to streamline the claims process and provide a better customer experience.
The Solution
Liberty Holdings decided to use an API-led approach to unlock data from back-end systems and build a digital platform with a single comprehensive view of customers. This solution includes a digital claims portal, allowing Liberty staff to quickly access critical customer and underwriting information, ultimately enabling Liberty to process claims much faster. In addition, MuleSoft allowed Liberty to expand its claims service beyond traditional call centers to new digital channels, reaching customers on the web and via mobile devices. Liberty even used MuleSoft to build a state manager API, which enables Liberty’s customer service team to finalize in-progress claims through other channels. This means if a customer starts a claim online, and then needs assistance, a claims assistant can jump in and help without having to restart the whole process.
Operational Impact
Quantitative Benefit
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