How to Act
...re than U.S.$240 million. In recent years, the Malaysian government has been making preparations to deregulate the country’s insurance industry, paving the way for increased foreign competition from both regional and global players. To meet this challenge, MNI adopted an aggressive information technology policy and embarked on a complex systems—including claims, billing, and policy-management systems—to provide agents and CSRs with a single, real-time view of customers’ total portfolios. In addition, MNI wanted to better support its CSRs’ cross-selling and up-selling efforts and enhance their ability to efficiently 15 minutes to 8 minutes Solution Components • Siebel Insurance Call Center • Siebel Insurance Sales Database: Microsoft SQL Server Hardware: IBM xSeries 340 streamline its business processes, deliver innovative products and services, and build a more customer-centric organization. A Single View of the Customer MNI knew that one key to the reengineering program was the creation of a single source of customer information. Until recently, that information was scattered across applications covering different product lines ...