The challenge
Paper-based and disconnected brokerage processes made it difficult to see progress across the policy lifecycle.
OUTSYSTEMS IN ACTION / INSURANCE
How an insurance broker reduced average customer-query resolution time by 60%
When a customer asks for an answer, the service should not lose time finding the next owner. This broker connected its policy workflows. Explore the reported query-resolution improvement and the handoffs behind a clearer operating process.
RESULTS REPORTED IN THE SOURCE
15 → 6
days to resolve customer queries on average in the source
Workflow
task routing across the policy-service lifecycle
Cloud
connected front- and back-office application foundation
THE BUSINESS CHALLENGE. THE CHANGE. THE RESULT.
The change
The broker created an OutSystems cloud platform connecting front- and back-office workflows, task routing and management information.
The outcome
The source reports average customer-query resolution moving from fifteen days to six, a 60% reduction, alongside a more standardized policy-service workflow.
Source: customer case study published by OutSystems. Brief prepared by Digital Alchimia.
DIGITAL ALCHIMIA’S DELIVERY PERSPECTIVE
What could this approach unlock for your business?
The useful next step is to connect the story to your own operating reality. Here are the questions we would bring into that conversation.
01
Make progress visible before adding more automation.
Identify the stages a customer query crosses and where the next owner needs information from another team. Agree a shared status and the evidence for completing each handoff. This helps developers connect automation to a process the business can understand and improve rather than accelerating an unclear queue.
02
Keep the outcome measure specific to the service.
Customer-query resolution, policy placement and claims handling are different journeys. Define the measure and acceptance evidence for the workflow being changed. OutSystems professionals can reinforce the delivery backlog while service owners keep those distinctions visible when reviewing operating performance.
START WITH THE WORK THAT NEEDS TO CHANGE
You bring the business challenge. We help shape the delivery team.
Digital Alchimia provides OutSystems professionals and delivery expertise for application development, modernization and evolution. Whether you need to reinforce an existing team or explore a new initiative, we can discuss the capabilities, responsibilities and next steps that fit your context.
A useful starting brief
✓ The process or customer journey you want to improve
✓ Where work waits, repeats or depends on disconnected systems
✓ The expertise already available in your team
✓ The outcome you want to measure and the timeframe to explore
Turn a promising idea into a useful conversation.
Tell us where your business needs to move faster and where your team needs additional expertise. Let’s explore an OutSystems approach shaped around your requirements.