Development of Chordiant-Based CRM System

Having implemented several Chordiant–based projects for a major European bank, IBA Group received an order to develop a CRM system for a first–rate German insurance company.

Industry

Insurance

Customer

Our customer is one of the largest German insurance companies.

Project Overview

The aim of the project is to develop a software application for the Company Call Center. The projects that IBA implemented for the European bank served as a reference for this customer.

The system is integrated with a telephony system and supports:

Different call statuses of the agent
Automatic caller identification
Call transfer (with application data transfer)
Call conferences.

The application supports the following main functional parts:

Partner identification
Automatic handling of customer contact history
Partner 360–degree view
Register of orders and complaints
Order processing
Broker hotline
Contact classification
Support of new insurance policies advertising campaigns
Email processing
Call of external applications (mainframe application or web applications) screens integrated into BankContact user interface
Application administration through web interface.

Project Execution

The project is being executed in close cooperation with the customer team. IBA is responsible for design, implementation, unit testing, and transfer of knowledge to the customer development team. The IBA team is comprised of a Project Manager, two Architects and seven Java Developers.

The current production version was mainly developed in the IBA's near–shore development center, with short on–site workshops in Germany. A number of functional parts were developed on–site in Cologne (one month business trips). All project–related documents were stored in a Lotus Notes/Domino database (team room) accessible to stakeholders.

Current project duration: one and half years.

Project Results

The project is still in progress. Three application versions have been deployed in production. The new phases include implementation of brand new functional parts and change requests based on end user feedbacks.

Currently, almost 300 concurrent agents use the application in production. According to customer feedbacks, the application is very stable and user–friendly.