Business Outcomes & Strategic Impact
| KPI | Business Impact |
|---|---|
| Self-Service Efficiency | 70% increase in policy self-management via mobile & web platforms |
| Agent Productivity | Enabled 2x increase in policy closures per agent through better scheduling & lead tracking |
| City Ops Oversight | Enhanced managerial visibility across regions with real-time dashboards for 100+ cities |
| Design Consistency | Unified digital brand experience across India & Singapore via robust Design System |
| Faster Onboarding | Reduced digital tool training time for new agents by 45% with intuitive UI flows |
One of India’s leading general insurance services provider recognized a fragmented digital experience across its product ecosystem:
Agents juggled multiple tools, policyholders struggled with self-service, and managers lacked end-to-end operational visibility.
The company needed a multi-platform CX overhaul balancing consumer ease with back-office efficiency, all while maintaining data sensitivity and regulatory compliance.
The Business Challenge
Strategic Solution by Codewave
- Enabled end-to-end policy lifecycle management (buy, track, edit, renew, delete)
- Built real-time payment management & notification systems
- Designed for mobile-first access with quick policy lookups and premium reminders
- Integrated client tracking dashboards: meetings, schedules, and activity logs
- Streamlined workflows for webinars, training sessions, and document access
- Delivered productivity-focused UI/UX with agent-centric KPIs
- Built from ground up to provide real-time operational oversight
- Unified dashboard for monitoring agents, clients, active policies, and escalations
- Integrated alerting and reporting to enable faster regional decisions
- Developed and maintained a cross-border design system in sync with brand standards across India and Singapore
- Reduced UI rework across new product features by 60%
- Standardized design tokens, components, and accessibility compliance across platforms
| Component | Details |
|---|---|
| Tech Stack | React.js (Web), Flutter/Swift/Kotlin (Mobile), Node.js APIs |
| Design | Figma-based scalable component system with multi-market support |
| Security | Role-based access controls, secure session management, ISO27001-aligned flows |
| Services | UX Strategy, App Development, Design System Governance, CI/CD Pipeline Integration |
| Markets Served | India, Singapore |
Technology Stack
Personas Impacted
| Persona | Impact |
|---|---|
| Policyholders | Empowered with mobile self-service for policy, claims, and payments |
| Agents | More productive with unified CRM, meetings scheduler & client dashboards |
| City Managers | Better governance with centralized oversight of regional performance |
| CX Teams | Faster rollouts and greater consistency via shared design system |
Why This Matters
The insurance provider’s transformation is not just an upgrade it’s a CX blueprint for modern insurers.
By reimagining digital experiences across customers, agents, and managers, The insurance provider is building an ecosystem where insurance becomes effortless, intuitive, and real-time.
Legal Disclaimer
The business outcomes, strategic impact and metrics referenced in this case study highlight the kind of results that organisations have achieved through the strategic application of technology solutions. These outcomes are derived from publicly available information, industry benchmarks, and representative transformation patterns and are intended to illustrate the potential impact of technology on business performance. Unless explicitly stated, Codewave does not claim sole responsibility for these results.
This content is shared for contextual understanding, and not as a direct endorsement or performance guarantee.
