Based in Australia, the client specializes in automobile insurance for its partners, underwriting general insurance products under its own brand as well as for leading automobile insurance brands. 

• Payload Size Constraints: Strict technical limitations made it impossible to sync large policy schedule documents and complex policy data, disrupting core operations.
• Poor Data Sync: Difficulties handling bi-directional updates for critical customer fields (email, phone, marketing consent), leading to inconsistent data and potential compliance issues.
• Outdated UX/UI: The portal suffered from existing bugs, a non-responsive interface, and a clunky design, which frustrated customers and required constant manual bug fixes.
• Limited Claims Visibility: Customers lacked a quick, self-service channel to view claims records and essential policy documentation directly.

QBurst performed a comprehensive migration to Salesforce, utilizing Sales Cloud, Financial Services Cloud, and Experience Cloud to build a multi-functional, modern platform. The solution focused on eliminating technical debt and maximizing Salesforce's native capabilities.

Key solution implementations:

• Policy Sync Enhancement: Leveraged Salesforce Content Documents to overcome payload size restrictions, allowing the synchronization of policy data up to 2GB in size. Implemented native REST APIs for seamless policy synchronization.
• Bi-Directional Sync: Upgraded APIs and Apex web services to support reliable bi-directional syncing for fields like contact details and marketing consent flags.
• Claims and Document Access: Developed dynamic Lightning Web Components (LWC) and new APIs to retrieve claims records from the external Claims Express system in real-time without storing them in the Salesforce database. We also enabled direct customer download of policy schedule documents from the Policy Express system.
• Mobile and UX Modernization: Addressed existing bugs, upgraded CSS, and developed LWC components to align the interface with design specifications, ensuring full mobile responsiveness for all devices.
   

• Dynamic Customer Portal: Built a mobile-responsive portal using dynamic LWC pages for policy and claims management.
• Data Handling: Utilized Salesforce Content Documents to manage policy synchronization payloads up to 2GB in size.
• Integration: Used native REST API integration with backend Ruby on Rails applications.
• Security and Provisioning: Implemented JIT (Just-in-Time) user provisioning and SAML SSO with Active Directory for secure login.
• Audit Trail: Custom Apex and Triggers were developed for streamlined tracking of account linking and delinking history.

• Improved Efficiency: Better payload handling ensured efficient management of large data volumes, enhancing operational efficiency and reducing policy sync failures by 55%.
• Enhanced Customer Experience: LWC components and Rest APIs provided quick, self-service access to claims records, improving customer satisfaction and reducing call center load by 40%.
• Better Insights and Streamlined Operations: The simplified custom account management and tracking solution improved data integrity and ensured clear audit trails, improving data confidence for reporting by 60%.
• Eliminated Communication Silos: Bi-directional sync enabled seamless communication, improving customer service and ensuring compliance with marketing preferences.
• Eliminated Revenue Leakage: The digitized claims process eliminated missing claims and ensured the capture of all billable events.