A US-based Insurance and Annuity Provider Modernizes End-to-end Policy Servicing with Newgen

Overview

The customer is an established insurance provider serving clients across the United States and specializing in variable annuity portfolios for insurance businesses. The company needed a solution to efficiently manage data, streamline operations, and enhance customer satisfaction. The large volume of service requests delayed the insurer’s processes and increased costs. High turnaround time and lapses in SLA compliance due to high dependency on manual processes posed challenges.

How Newgen Helped

The customer partnered with Newgen to implement its Omnichannel Customer Engagement (CCM) and Contextual Content Services (ECM) platforms. With capabilities such as intelligent content classification and archival, data extraction, and communication monitoring, the platform enabled end-to-end content management and personalized customer engagement.

Implementation Impact

• Migrated 200 million documents in 3 months
• Optimized over 100 request types
• Converted four legacy systems into one consolidated AI-based repository
• Enabled access to 400 users across the back office and contact center

Download the complete case study to know how Newgen’s CCM and ECM platforms proved to be a game changer for the insurer.