Success Stories SSQ-APIG : FWD
Efficiency Unlocked with SSQ-APIG in FWD’s Call Center
FWD’s call center struggled with slow, fragmented systems that delayed customer service. SSQ-APIG’s solution provided centralized, real-time access to product data through custom APIs, allowing staff to serve customers faster and more efficiently, greatly boosting satisfaction and FWD’s service quality.
FWD (Thailand)
FWD is an innovative insurance provider focused on reshaping the way people experience insurance. With a strong emphasis on customer needs and convenience, it offers a range of life, health, and investment-linked insurance solutions. FWD’s approach centers on making insurance easy, accessible, and aligned with its mission to “celebrate living.
Industry
Insurance
Company Size
Large
Location
Bangkok, Thailand
Managing four IBM i Systems
A Life Insurance Company operated multiple separate IBM i systems, each managing different product applications. The call center was the first point of contact for customers, responsible for addressing inquiries and providing product-related assistance in real time. However, the fragmented structure of their IBM i systems posed significant challenges for the call center staff.
Call Center Staff Face Challenges with Product Confusion and Inefficient Systems
When receiving calls, call center staff often struggled to determine which product the customer was referring to. The situation became more frustrating if customers asked about two products hosted on different IBM i systems. The staff had to switch between multiple systems to serve customers, which led to inefficiencies and delays. Even worse, the interface of the existing system was not user-friendly, making real-time searches difficult during calls. The company attempted to resolve this by transferring data to an external database and developing web applications, but the data was often outdated, and response times were unacceptably slow due to the system’s large data volume.
Centralized Real-Time Access Transforms Call Center Operations
SSQ-APIG introduced an innovative solution that allowed our customer to streamline their operations without overhauling their existing systems. APIs were developed to provide an overview of all the products a customer owned, making it easier for call center staff to quickly access relevant information. Additionally, a set of APIs was designed to pull real-time data from the four IBM i systems, accessing the core applications via predefined workflows. This ensured that the staff could retrieve information almost instantaneously, regardless of which system the product data resided on. With this, the company was able to centralize their call center operations into a single, fast, and efficient web application.
Faster Service, Happier Customers
As a result, customer satisfaction with the call center services improved dramatically. The call center staff was able to serve customers more efficiently, without the frustration of toggling between multiple systems. The speed and reliability of the new solution meant that customers no longer had to wait on hold for long periods. The implementation of the solution was both fast and cost-effective, giving our customer a significant competitive advantage.