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Volume 6, Number 19 -- May 16, 2006

LANSA Delivers Self-Service Web Site to Bermuda Insurance Company

Published: May 16, 2006

by Alex Woodie

A new i5-powered Web site is reaping dividends for employees and customers of the Argus Group, an insurance company based in Bermuda. Before the Web site was created, answering simple questions, such as how much insurance coverage a given customer had, would often require customer service representatives to forward the calls to a subject matter expert. Since the company has hooked its claims system to the Web using LANSA development tools, customers and employees can now answer their own questions with no special handling.

The Argus Group brought in LANSA's professional services organization to help build the new system, which involved merging three previously disparate databases into one data warehouse, using LANSA 2005 tools, DB2/400, and a new System i5 Model 520. Once these databases were merged, LANSA helped Argus develop a Web site where employees and customers can view and make inquiries about their policies, insurance coverage, and balances, and check claim information.

The new system is benefiting employees and customers, says Jacqui Kipfer, Argus' assistant vice president for information systems. "Now that the customer service representatives can punch a few keys and get the answers on their own, it takes only four people to handle the incoming calls," she says. "In almost all instances, they can respond quickly to customer questions. As a result, fewer calls are turned over to a subject matter expert."

Since the new Web site was went live in mid 2005, it has received more than 60,000 page hits, or about one call per hour for all subject matter experts who had been taking the calls, LANSA says. More than 1,700 customers now deal with the Argus Group via the Web site rather than contacting the customer service center, Kipfer says.



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Editor: Alex Woodie
Contributing Editors: Dan Burger, Joe Hertvik,
Shannon O'Donnell, Timothy Prickett Morgan
Publisher and Advertising Director: Jenny Thomas
Advertising Sales Representative: Kim Reed
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