• Approach
  • Team
      • Leadership
        We’re a team of big-dreaming, detail-sweating strategists, designers, and developers.
      • Culture
        The Praxent way attracts a special kind of thinker-doer – and keeps them happy.
      • Careers
        Join a team of motivated, humble and smart people who know how to get things done.
  • Industries
    • Industries
    • Insurance
    • Lending
    • Wealth Management
    • Real Estate
    • Other
  • Services
      • Discover
        Own disruption with digital innovation strategies that unlock potential and fuel growth.
        • Digital Strategy
        • Design Sprints
        • User Research
      • Envision
        Design effortless user experiences in collaboration with your most important people.
        • User Experience Design
        • User Interface Design
        • Rapid Prototyping
      • Build
        Bring innovation to life with built-in knowledge transfer that empowers your team.
        • Custom Software Development
        • Frontend Development
        • Application Modernization
        • Backend Development
        • Web Portal Development
        • Cloud Deployment
        • Web App Development
        • DevOps Pipelines
        • Mobile App Development
        • Software Architecture
  • Results
  • Insights
  • Speak With an Expert
  • Approach
  • Team
    • Team
    • Leadership
    • Culture
    • Careers
    • #
  • Services
    • Services
    • Discover
      • Digital Strategy
      • Design Sprints
      • User Research
    • Envision
      • User Experience Design
      • User Interface Design
      • Rapid Prototyping
    • Build
      • Custom Software Development
      • Legacy Modernization
      • Web Portal Development
      • Web App Development
      • Mobile App Development
      • Frontend Development
      • Backend Development
      • Cloud Deployment
      • DevOps Pipelines
      • Software Architecture
    • #
  • Industries
    • Industries
    • Insurance
    • Lending
    • Wealth Management
    • Real Estate
    • Other
    • #
  • Results
  • Insights
  • Contact

Speak with an expert

(512) 553-6830
Close menu

Customer Service Management Software

Cutting call volume in half for insurance brokerage

Using insurance broker software for sales agents to optimize call volume and increase customer satisfaction

Struggling to keep up with call volume led to a search for customer service management software

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.

PROJECT GOAL:

Develop a mobile responsive web-portal to enable insurance brokers to perform customer service for their accounts, reducing the call volume on an over-taxed billing department

TECHNOLOGY:
  • Drupal
  • Web Design + Development
  • Portal Development

Insurance broker software with a secure API and easy content management

Search Engine Optimization
MARKETING FLEXIBILITY

With the Drupal CMS in the background, NORCAL’s Marcom team can publish fresh content to brokers

red-icon-idea
TEAM DEPLOYMENT

We teamed up with NORCAL’s IT team to ensure the app conformed to security and deployment requirements

red-icon-responsive
MOBILE RESPONSIVE

Built with mobile responsive HTML5, NORCAL’s brokers can serve customers in the office and on the go

Reducing the number of calls to NORCAL’s customer service

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.

Additionally, NORCAL wanted the portal built in Drupal, which would provide both a high degree of security and allow the company’s agents and marketing staff already familiar with the Drupal content management system to edit portal content and add marketing collateral in the future.

One drawback of Drupal, however, is relatively slow performance when users login to secure areas of the site. Praxent responded by creating a broker portal with a “headless Drupal” architecture using Ember App Kit that combined the performance and scalability of JavaScript with the data security and content management ability of Drupal.

The hybrid solution allowed us to develop a portal that achieves a high level of system performance along with the flexibility the marketing department desired. We incorporated key features of customer service management software into this tool to develop the best in insurance broker software.

A proactive solution
with room to grow

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 gets the job done with game-changing features, including:

red-icon-content

Highly secure and flexible architecture deployed with NORCAL’s IT group for added future functionality

red-icon-search

Filterable menu options with query caching for performance

red-icon-reach

Ability to scale organizationally with new acquisitions

red-icon-report

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

We make it clear

See how the Praxent approach brings custom software to life, empowers your company, and reduces risk all along the way.

EXPLORE OUR APPROACH
From ideation to delivery

We create tailored engagements with select clients across our Discover, Envision, and Build services.

How can we help you grow?

Discover Envision Build

Many companies have built software applications that no longer meet customer expectations. We help financial services companies modernize those applications so they can remain relevant against born-digital competitors.

4330 Gaines Ranch Loop, Suite 230
Austin, TX 78735

(512) 553-6830

[email protected]

DISCOVER + ENVISION
  • Digital Strategy
  • UX Design
  • UI Design
  • Design Sprints
  • User Research
BUILD
  • Custom Software
  • Web Portals
  • App Modernization
  • Web Apps
  • Mobile Apps
ABOUT
  • Results
  • Approach
  • Team
  • Culture
  • Careers
  • Insights
  • Contact

Sign up for our newsletter

© 2021 Praxent
Privacy Terms Site Map

Celebrating 20 years of innovation at Praxent.

Have a look at some of our favorite case studies from over the years.

  • Bungalo
    A digital innovation destined to disrupt the buying process for refurbished homes.
  • Keller Williams
    Reporting portal enables KW Worldwide to continue its rapid growth into international markets.
  • Texas Mutual
    User research and design thinking aligns a 28-year old insurance provider.
Celebrating 20 years of innovation at Praxent. See some of our favorite case studies over the years.