ERGO External Brokers Self-service Portal
The Customer
ERGO Group. Leading European insurance company with presence in 30 countries managing a premium of over 19 billion euros.
The needs
Insurance companies relies heavily on external partner brokers (thousands) who sell the policies to the end user customers.
As the insurance contracts deal with highly sensitive personal information it became crucial that the brokers access to the ERGO contract systems is done in a secure, auditable, quick manner.
The process of creating users and passwords for external brokers was cumbersome and insecure. It relied on dedicated phone calls done by the customer service to each of the brokers.
The process was not ensuring password complexity, a regular schedule for the password change nor deactivation for non active accounts.
The solution
Expertware developed a modern, responsive web app based on two web portals:
- Internet facing portal for external brokers.
- Intranet portal for Customer Service and Service desk users.
External Portal Functionalities
Brokers can request new users. Workflow is triggered and task created in Intranet portal for Customer Service.
Existing users
- can log in and access backend contract management application.
- Self-service password reset.
- Self-service account unlock.
- Raise incident which are routed to Intranet portal Customer service.
Intranet Portal Functionalities
Role based access for Customer Service and Service Desk users.
Customer Service & Service desk
- Can Approve / Reject requests for new usernames. Usually there is a phone verification process for external broker and upon approval the account is automatically created in corporate LDAP, policies applied, and one-time password delivered via brokers registered email.
- Can trigger account unlock / password reset In case the brokers did not succeed via self-service.
- Can manage/close/forward incidents not related to broker access.
- Night bath job which detects and inform all external brokers who need to change the password as per policies or at risk to be disabled due too long period of inactivity. The job will send notification emails informing the users at risk.
- Full Audit Reports for all broker account creations, modifications, password changes, unlocks.
Benefits
- Full IT Security compliance for a legacy process and app. Enforced password and reset policies.
- Self-service capabilities eliminate the need of timely phone calls and manual tasks from Customer Service and the Service desk Teams.
- It ensures higher satisfaction from brokers as they can solve themselves the most common tasks (password reset, account unlock, log an incident)
- 70% reduction in costs related to external brokers user management
- Minimized exposure to IT security risks (enforced password changes, enforced password complexity, automatic lock for inactive accounts).
-
80% reduction for incident resolution.
The solutions included a tailored / focused mini ITSM streamlining the resolution of incidents and requests.
Angelina Chan
IT PM Application Development
“We needed a portal for our brokers that complied with our security standards. Expertware understood our needs perfectly and developed a solution based on a set of 2 web portals. We were happy with their professionalism: they delivered on time and within budget. And on top of this, it is a team of nice people with whom it is very pleasant to work!”
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