Putting the customer first: How low-code overcame Hollard’s siloed data challenge

Hollard Investments customer launchpad

 Hollard Insurance, a leading Pan-African insurer and part of the privately-owned Hollard Group, offers life and short-term insurance, as well as investment products, to almost 400 million policyholders across seven African countries. Their mission is centred around crafting impactful solutions that genuinely support and engage customers.

There was an opportunity to increase impact by streamlining operations in a complex technical environment with multiple systems and disconnected databases. The result? The Costumer Launchpad: a useful tool for call centre support, developed by LINKITSYSTEMS, providing call centre agents with immediate access to vital information through a simple, intuitive interface.

Discussing the data integration challenges for Hollard’s growth

As Hollard Insurance expanded and integrated with other companies, the data became siloed, presenting them with the challenge of integrating data from various departments. The insurance company accumulated its systems over time, making it increasingly difficult to serve its customers due to the complexity of overseeing different data sources.

According to Brighton Ravele, Digital Transformation Manager at Hollard Insurance, the situation was less than ideal for the customers: “Every time a customer called, we were left trying to determine in which system we could find their data. As a customer, you sometimes had to be passed from one agent to another and then from that agent to another. It was extremely frustrating.”

For customers of financial institutions, such as insurance companies, frustration is the last thing they need when seeking assistance during their most stressful moments. Brighton continues: “When you contact us, you want a process that’s caring and tailored to your needs, especially when you’re going through tough times. Since you’ve been paying premiums for a while, insurance companies need to make sure that when you make a claim, you get the support you deserve.”

Every time a customer called, we were left trying to determine in which system we could find their data. As a customer, you sometimes had to be passed from one agent to another and then from that agent to another. It was extremely frustrating.”

 

IT project

Why LINKITSYSTEMS and low-code were the ideal fit

Hollard Insurance reached out to LINKITSYSTEMS. “Given past successful collaborations on multiple projects, they were the obvious choice for this project”, says Brighton. “It was clear that they know how to make this project into a success.” It quickly became evident that low-code  was the optimal approach for developing the Customer Launchpad. Brighton explains: “Low-code was the best option, primarily because we aimed for rapid solution deployment. Another benefit of this method is the ability to present iterations directly to users, streamlining the testing process significantly, making it faster and more efficient.”

While the result may seem simple, the path to get there had some complex challenges. “It wasn’t as simple as requesting something and having it immediately produced”, Jana Le Roux, Outsystems Developer at LINKITSYSTEMS, explains. “Extensive testing and iterating were necessary. We had to consider multiple existing systems and processes, all of which required seamless integration into the Customer Launchpad.”

According to Brighton, tackling the task of inputting all the data was challenging but fulfilling: “It felt like piecing together a ship with lots of parts. Despite the complexity, we kept at it until we brought our vision to life, with all data streams flowing smoothly.”

This project showed that simplicity can drive significant value. Brighton: “Users are generally less concerned about the intricacies of flashy software development; instead, they prioritise achieving their desired outcomes quickly and efficiently. And that’s exactly what the Customer Launchpad does for them.”

“It felt like piecing together a ship with lots of parts. Despite the complexity, we kept at it until we brought our vision to life, with all data streams flowing smoothly.”

The result: an efficient solution, satisfied employees, and pleased customers

The Customer Launchpad provides a streamlined solution for accessing customer data across different systems. This simple yet effective tool makes vital customer information, including policy details and complaints, accessible to call centre agents through an intuitive interface. Seamlessly integrated with Hollard Insurance’s call centre platform, Telviva, the Customer Launchpad enhances efficiency and accessibility in customer service operations, ensuring a smooth experience for agents and customers.

And it shows. Brighton explains: “During our last conversation with a senior manager in the Customer Care Department, they mentioned that recurring complaints, which used to occur monthly, have completely vanished. We no longer receive customer complaints about these issues. We can conclude from this that the customer experience has been significantly improved.”

The Customer Launchpad received overwhelmingly positive feedback from users across different departments within Hollard Operations as they enthusiastically embraced the tool. Even additional improvements and features were proposed. Brighton continues: “We’ve realised its significance, especially after onboarding nearly 200 users. After its initial release, there was a sharp increase in user access demand, leading us to open access to a broader user base earlier than anticipated. It’s a lifesaver.”

“During our last conversation with a senior manager in the Customer Care Department, they mentioned that recurring complaints, which used to occur monthly, have completely vanished. We no longer receive customer complaints about these issues. We can conclude from this that the customer experience has been significantly improved.”

Hollard Insurance – Creating and securing a better future

The Customer Launchpad greatly contributes to Hollard’s company vision: creating and securing a better future. Brighton tells us: “Our purpose is about making solutions that really help customers and improve customer engagement. This tool is all about putting the customer first, especially when things are tough for them.”

Both Hollard Insurance and LINKITSYSTEMS see this collaboration as a success: “While we faced challenges, the results prove our partnership has been fruitful. Both Brighton and the experts at LINKITSYSTEMS had an immense drive to make this project a success. That has certainly worked in our favour.” according to Jana. Brighton adds: “The Customer Launchpad’s success, including nominations and an award, highlights its positive impact on Hollard Insurance and, even more importantly, our customers!”

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