BACKGROUND: MetLife is a leading provider of insurance and financial products. With $366.6 billion of assets under management, MetLife provides insurance and investment services to approximately 9 million U.S. households and 33 million corporate employees.

PLATFORMS: Chordiant Software runs on mainframe and desktop environments running multiple databases and operating systems, including UNIX and Windows NT.

PROBLEM SOLVED: MetLife wanted an application to improve customer loyalty by providing a unified, customer solution. Our goal was to insure a high level of service across all contact points, everywhere we engage with the customer. The initial application was for our cash, loans and dividends (CLD) department. This involves more than 500 representatives nationwide. We wanted to improve the quality and speed of customer interactions, reduce management costs and increase customer retention. We also wanted more personalized customer service. We needed a single, common platform across multiple functional departments built to address a back office, a call center or sales office. Our implementation involves a tremendous amount of legacy system integration, demanding a strategic platform capable of leveraging back-office data and business processes to reduce management and development costs. Chordiant creates an enduring technology infrastructure with strategic flexibility to support future business growth.

PRODUCT FUNCTIONALITY: We began with a test implementation designed to incorporate key business processes and workflows into the system. We started by automating our CLD department covering life insurance policies, loans against policies and death claims. Processing claims is at the heart of our business and has a huge impact on customer loyalty and how people perceive the company. We will continue to develop and roll out the system throughout the year 2000. We are already planning to use Chordiant in other areas of our business.

STRENGTHS: Chordiant was the only end-to-end solution capable of managing the complex customer communication channels of the insurance business by providing a single view of customer data; integrating multiple communication channels, data, business services and transaction systems; supporting multifunctional departments; gaining reusability through object- oriented work; and avoiding major restructuring via a cost-effective approach to legacy integration.

WEAKNESSES: Chordiant attracted us because of its flexibility and its ability to incorporate our own business processes. However, that required us to implement business policies in a well-thought-out and detailed fashion. Fortunately we have developed extensive business processes that made customization easier than if we had started from scratch.

SELECTION CRITERIA: Our objective was to create a common information system to ensure a consistent, high- quality customer experience across all communication channels and instant access to the knowledge we need to be more responsive. Chordiant provided the end-to- end infrastructure and strategic flexibility we needed. In addition, Chordiant was the only solution offering the ability to have live interactions will all our different database systems instead of replicating data into a knowledge base or repository.

DELIVERABLES: Chordiant gives us an integrated e-business and customer interaction environment across multiple channels. Chordiant's business processes serve as the core of our infrastructure, so we can reuse workflows for new transactions and new channels, such as the Web, the call center and e-mail. MetLife's customer relationship management system requires a single data model, one set of business processes and application environment components that interact over multiple communication channels. Chordiant delivers a single desktop that enables our agents to be more proactive and solve problems faster. Each customer receives individualized interaction and the most effective and appropriate services. Increased efficiency and consistency results in higher satisfaction and lower operating costs.

VENDOR SUPPORT: During initial proof of concept, which was the basis for selecting Chordiant, they consistently delivered very high quality support.

DOCUMENTATION: The documentation is very good. But the reason Chordiant is much easier to use is because the software automatically guides the user through each step of every business process, reducing the need to navigate software or rely heavily on training and documentation.

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