Norcal Mutual

Cutting call volume in half for insurance brokerage

Review Summary

Insurance
Development
Customer service management software
201-500 Employees
USA

We help build an insurance broker software for sales agents that optimized call volume and increased customer satisfaction.

The Problem

Customer service team struggled to keep up with the increased call volume

Billing department was experiencing a spike in requests because insurance brokers selling policies lacked access to policy data

How We Helped

DEVELOPMENT

Mobile responsive web-portal to enable insurance brokers to perform customer service for their accounts

Drupal CMS portal development

Filterable menu options with query caching for performance

DESIGN

UX Design

Mobile responsive design & build

The Outcomes

Reduced the number of calls to NORCAL’s customer service

Ability to publish fresh content to brokers and provide more marketing flexibility

Built-in broker commission reporting tool that enables brokers to reconcile commissions

Ability to scale organizationally with new acquisitions

Conformity with the security and deployment requirements of NORCAL’s IT team

Mobile responsive HTML5 allows brokers to serve customers in the office and on the go

The Problem

NORCAL Mutual manages a portfolio of 4,000 medical malpractice insurance policies for medical groups across the country. After an acquisition that significantly expanded the number of policyholders, the customer service team struggled to keep up with the increased call volume.

In addition, the billing department also experienced a spike in requests because insurance brokers selling policies lacked access to policy data. When policyholders had a question, brokers called in, which resulted in slower response times and introduced the possibility of miscommunication. The company needed insurance broker software that could handle the unique challenges they were facing.

How we Helped

Developing and designing insurance broker software with a secure API and easy content management

NORCAL came to Praxent in need of a web-based portal to give brokers access to accurate, up-to-date information about their policies and policyholders and enable them to handle routine tasks like viewing past-due invoices, updating customer billing information, and printing certificates of insurance at the policyholder’s request. The insurance broker software also needed to ultimately reduce the number of calls to NORCAL’s customer service and billing departments and enable NORCAL to access each broker’s policy information.

Built in Drupal on NORCAL’s request for high security and an accessible CMS.

Combatted Drupal’s slow performance when users log in to secure areas of the site by creating a a broker portal with a “headless Drupal” architecture, using Ember App Kit, that combined the performance and scalability of JavaScript with the security and content management ability of Drupal.

Hybrid Drupal and custom solution allowed us to develop a portal that achieves a high level of system performance along with the flexibility the marketing department desired.

Incorporated key features of customer service management software into this tool to develop the best in insurance broker software.

Results/ROI

Now, instead of inundating the customer service department with questions, policyholders can inquire directly with their broker who has instant access to all of their policy information. This saves time and vastly improves the customer service experience for everyone. The insurance broker software we developed is a proactive solution with room to grow, with game-changing features including:

Highly secure and flexible architecture deployed with NORCAL’s IT group for added future functionality
Filterable menu options with query caching for performance
Ability to scale organizationally with new acquisitions
Built-in broker commission reporting tool that enables brokers to reconcile commissions