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.
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.
Application Roles (Count)
Support Center Agent
Quote Approval Manager
Legal Review Executive