Customer: China Pacific Insurance (Group) Co., Ltd
China Pacific Insurance Co.(CPIC) is the second largest insurance company in China with 26 thousand employees. It has over 5000 branches and marketing outlets and nationwide sales and service network, providing individual and institutional clients a wide range of risk prevention solutions, financial advices and asset management.
Project: Customer Complaint Management System
CPIC departments and subsidiaries have used single-computer based complaint system for some time. with increase in business volume and accumulation of data over the years, the problems of information islands gradually become more obvious. Cooperation among departments has to rely on manual file transfer or in-promptu data collection. CPIC decided to build a web-based, integrated complaint management system to solve the problem.
Challenge:
Complaint handling process changes often and generally take multiple steps and cross department boundaries.
The system should allow handling process be changed on moment’s notice and provide mechanisms for inter-departmental transfer.
Solution:
Platform: Primeton EOS, which supports SOA architecture.
Workflow: Primeton EOS Workflow
Primeton EOS Workflow provides the flexibility for resetting and re-assembling processes quickly. The component-oriented EOS platform provides the basis for such flexibility. Interactions among different applications are implemented through Web Services.
Result:
The system consists of seven functional modules: Complaint registration, complaint assignment, complaint processing, complaint verification, complaint completion, complaint revisit, and complaint adjustment.
The system relies largely on Primeton Foundation Components Libraries, with re-use rate over 98%. EOS Workflow engine provides quantitative data on process usage, which helps process optimization and performance evaluation.
During project re-visit, CPIC customer service management reported increase of complaint efficiency of 60% and customer satisfaction by 50%.
