“Mom, I went Swimming with My Cell Phone!” Presentation ... · PDF fileAsurion – Introduction ... • Global clients include Verizon, AT&T, Sprint, Bell Mobility,...
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Presentation Title Presentation Title Second Line
AuthorTitle
“Mom, I went Swimming with My Cell Phone!” Connecting Front and Back Office to Deliver the Best Customer Experience
Sada RajagopalanEnterprise Principal Architect, AsurionManish ShankerEnterprise Principal Architect, Asuriom
Outline
2
• Asurion – Introduction
• Claims Management
• Challenges Today
• Claims Management as a Service
• Global Pega Claims Management Platform Architecture
• Development and Deployment Methodology
• Operations and Monitoring
• Roadmap and Future Steps
Asurion – Introduction
Worldwide PresenceQuick Facts• Founded in 1987
• 115+ million MP subscribers168 million warranty contracts
• 16,000+ employees• Owned by top private equity
and sovereign wealth funds• End-to-end (white label)
solutions• Global clients include Verizon,
AT&T, Sprint, Bell Mobility, Telstra, Docomo, KDDI, Walmart, Target, Amazon….
Asurion – What Do We Do ?
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• White Label Technology Protection Service• Premier Tech Support for Mobile, Tablets, Laptops• Post Sales warranty support• Device Leasing and Upgrade• Extended warranty for Retail Products• Direct Service & OEM Support • Contact Center tech support as a Service
“Background”
5
OUR CHALLENGE• Explosive Hockey Stick Growth• Siloed Claims & Support
Management Systems• Diverse / Disparate Technology Stacks• Agent Workforce Challenges• Scattered Business Rules• Expensive Maintenance and Upkeep
OUR OPPORTUNITY• Unified Claims Management System• Meta Data Driven Configuration• Standardized Case Management Technology• Eliminate Manual Processes• Improve Agent Handle Times• Minimize Cost Per Call / Claim• Improve Speed of Deployment / Features /
Functions Globally
Challenge
Opportunity
What is Global Case Management Platform?
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Web IVR Agent Mobile SMSChat
API Management
Case Management Platform
Business / Orchestration Services Platform
Enterprise Data Model
Analytics and
Reporting
Files/ Batch / Email / SMS/Comm
Processing
Key Goals
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• Expose Case management over Omni Channels
• Rich Integration using SOA / API management
• Loosely Coupled system design
• Support Event oriented Enterprise
• Unified Payment, Correspondence and SLA management
• Integration with AD / LDAP, SiteMinder for SSO
• Workload Separation of Pega Deployment for Channels
• Cloud Ready / Enabled Pega 7 Claims platform
• Fully Automated CI / CD pipeline for Release management
Key Goals
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Business Integration
PlatformDeployment
• Omni Channel Support• Workload Reduction• Time to Market• Menu Approach
• Cloud • Automation• CI – CD Pipeline
• SOA / API Management• Unified Payment• LDAP with Siteminder
• Loosely Coupled• Event Oriented • API Enabled• Fully Configurable• Global / Localizable