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.
| 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 |
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