Secure Self-Service Insurance Kiosk Case Study
We created a secure self-service insurance kiosk to give our client an edge over their competition and allow their customers to manage their services with greater ease and efficiency.
The Secure Self-Service Insurance Kiosk developed by Dataholykz has transformed our customer service landscape.
CX Director
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Revolutionizing Customer Service
A Secure Self-Service Insurance Kiosk Case Study
Client Profile: A leading auto insurance provider facing challenges with customer wait times and staff workload during peak periods.
Challenge: The client was grappling with several issues:
Long wait times for customers to see human insurance representatives
Insufficient staff to handle the influx of customers during premium payment periods
Overworked employees struggling to manage high customer volumes
Peak congestion periods each month when policies were due for payment
Solution: Dataholykz developed a Secure Self-Service Insurance Kiosk to streamline customer interactions and reduce wait times.
Key Features:
Tablet-based Application: User-friendly interface for easy customer interaction
Policy Creation: Customers can create new policies independently
Premium Payments: Self-service option for quick and easy premium payments
Quote Generation: Automated system for customers to get quotes without human interaction
Internet-Enabled: Constant connectivity for real-time updates and transactions
Implementation: The project spanned 5 months from initial planning to full deployment.
Technical Challenges Overcome:
Integration with legacy insurance systems lacking proper documentation
Creation and testing of APIs to connect new platform with older systems
Technologies Used: Java, Spring Boot, Gradle, Node.js, TypeScript, Apache, MSSQL Server, Git, Confluence, Jira, JavaScript, React, Swagger
Security Measures:
Closed APIs with specific application users for database access
Proper management of API keys
Robust session management within the kiosk application
Results:
Transaction Volume: Processed 5 million JMD in daily transactions via the kiosk
Wait Time Reduction: 50% decrease in customer wait times
Staff Workload: Significant reduction in staff overwork by redirecting routine queries to the kiosk
Customer Adoption: Initial hesitation followed by widespread acceptance and preference for kiosk usage, especially during peak times
Ongoing Support:
One year of dedicated support provided
Periodic maintenance check-ins every 3-4 months
Crucial Integrations:
Seamless integration with the client's existing underwriting system
Connection to current insurance policy management systems
Integration with payment systems for secure transactions
Conclusion: Dataholykz's Secure Self-Service Insurance Kiosk solution successfully addressed the client's challenges of long wait times and staff overwork. By providing a user-friendly, secure, and efficient self-service option, the kiosk not only improved customer satisfaction but also optimized the company's operations. The successful integration with existing systems ensured a smooth transition, while the ongoing support guaranteed continued performance. This case study demonstrates Dataholykz's ability to deliver innovative, tailored solutions that drive tangible business results in the insurance sector.
The Secure Self-Service Insurance Kiosk developed by Dataholykz has transformed our customer service landscape. Not only have we seen a dramatic reduction in wait times, but our staff can now focus on more complex customer needs. The kiosk's ability to handle a high volume of transactions has significantly improved our operational efficiency.
CX Director, Motor Vehicle Insurance Company
★★★★★
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