carrot carrot carrot Change Centers x cognizanti collaborators create-folder Data Science Decisive Infrastructure download download edit Email exit Facebook files folders future-of-work global sourcing industry info infographic linkedin location Mass Empowerment Mobile First our-latest-thinking pdf question-mark icon_rss save-article search-article search-folders settings icon_share smart-search Smart Sourcing icon_star Twitter Value Webs Virtual Capital workplace Artboard 1

Please visit the COVID-19 response page for resources and advice on managing through the crisis today and beyond.


An Insurer’s New Self-Service Portal Improves Customer Experience

The Challenge

Struggling with high call center volumes and slow response times in its Japanese market, a global insurer knew it needed a modern customer website to enable a more efficient customer interaction method. Manual intervention through the call center was slow—it typically took up to two weeks for changes to appear in the legacy policy administration system—error-prone and limited to call center hours. The company used as its customer relationship management platform, but it wanted to integrate a new, friendlier customer web portal that its aging customer base could easily use and that would improve customer satisfaction and elevate its brand image.

Our Approach

The company turned to Cognizant to integrate a responsive, self-service web portal into its existing cloud platform. Cognizant took a two-phased hybrid-agile approach to building the portal using Salesforce Customer Community with a framework to capture customer feedback throughout the process. The Cognizant team included bilingual Salesforce staff to ensure that customer engagement happened in Japanese.

A single data repository lets customers access their personal and policy data, make changes, request quotes and perform other functions once available only through the call center. Customers can access the portal from a variety of devices, view their policies and perform 60 to 70 percent of required processes on their own.

A Fast, Error-Free, 24/7 Customer Self-Service Portal

Modernizing the company’s customer engagement capabilities improves customer satisfaction, reduces call center volume and improves sales operations. Having a single, unified platform that captures and stores all customer data reduces IT efforts by 10 to 15 percent and enables the company to provide a better customer experience.


users registered


procedures implemented


lower call center volume


faster time to market