Software Engineering
  Enterprise Application Integration (EAI)
 Web Application Analytics and Collaboration
     Click2Queue

Industry:

Insurance and Financial Services

Job Title & Industry:

VP Marketing, VP Sales, Dir Information Technology, Information Technology Managers in Insurance Services Industry

Critical issues:

1. Company does not have visibility, measures, or metrics on application specific activity on their on-line Web applications, beyond traffic and batched page log statistics provided by tools like WebTrends.
2. Company does not have the ability to integrate and collaborate real time, or near-real time activity and information from its on-line Web applications to other key applications and services such as CRM, or business workflow.

1. The company has invested significant money into ability to offer on-line Web services for sales channel and customer self-serve. While this improves productivity and convenience the company has lost a level of visibility to channel and customer activity that used to be processes at the human level with customer service and sales channel. In essence the company is blind to much of the important pre-sales and sales support activity that is now delivered on-line.
2. The current on-line Web applications were focused and designed for delivering services and information. They do not integrate or collaborate with other key systems and services within the company. Any reporting or sharing of information from the on-line Web applications is done in batch mode, or manually.

The company needed to track, analyze and collaborate actual Web application in a real time, or near-real time fashion.

Track: Activity at the application level by customer and by sales rep, real time. Track use of sales tools, illustrators, training material, proposal templates, marketing material, campaigns, customer service, and policy review.

Analyze: Who is valuing and getting results from what portions of the application, relationship to productivity, training, and financial production for the sales channel. Which specific on-line activity is leading to more closed business at higher values. Which and to what degree can off-line services can be effectively replaced by on-line. Which on-line services are not effective?

Collaborate: Collaborate pre determined key application activity such as a failed customer services session, or an illustration for a large policy to the companies CRM system for automated or human action or follow up.

Cornerstone Provided:

A comprehensive solution that is based on open technology. Cornerstone provided our C2Q tool, analysis, planning, design, customization, testing, and deployment. The solution has been designed, perform and scale at the department, or enterprise level. It fits cleanly into Microsoft or Unix platform environments. Server and can us messaging technology or BizTalk Server for the application collaboration. It can also utilize common reporting tools including SharePoint to distribute metrics and information to key business users and executives.

Result:

The company now has a solution in place that provides visibility to key on-line application activity. The information on this activity in used for measuring the value and effectiveness of on-line services. The company also has the ability to provide real time, or near real time integration of key predetermined activity to it’s other applications, services and business process.

1. The company can services measure its return on Web based services
2. Identify how to improve the effectiveness of on-line services and marketing efforts
3. Sell more policies and services by integrating its activity with on-line services to other systems and business process, reducing the follow up lag time, and drive faster closure.