USAA is a Fortune 500 company offering members of the military a diversified set of financial products, including various types of insurance, banking, and investment services.
- Location
- Industry
- Website my.gaba.jp
Gaba
The Client: GABA Corp.
The Challenge
Over the years, the various USAA services had been built as separate, non-integrated applications. The process of creating a complete customer profile took weeks of painstaking labor, aggregating data from multiple, disjointed sources, hindering USAA from responding to their customers’ needs with tailored proposals. Customer wait times were excessive, and USAA missed many cross-selling and up-selling opportunities.
The Process
The Solution
Under the architectural direction of Prospus VP Engineering Vinay Aggarwal, we built a customer service portal on Chordiant CRM that centralized data from all sources, offering customers and support agents alike a simplified engagement process, and giving USAA the ability to offer custom-tailored banking, insurance and investment proposals in real-time.
The Stats
| Web App | |
|---|---|
| Tean Size | 6 |
| Duration (Months) | 28 |
| Labor Hours | 27,000 |
| Complexity | High (7/10) |
| Application Roles (Count) | 15 |
| Application Roles | Administrative Agent Support Center Agent Quote Approval Manager Oversight Manager Legal Review Executive |
Technologies Used
Java
Websphere
Chordiant
IBM DB2
Solution Gallery
