About the Client
Manitoba Agricultural Services Corporation (MASC) is a provincial Crown corporation dedicated to providing agricultural insurance, including agriculture and hail insurance, credit, and various other products and services to local farmers. MASC supports the growth of agriculture and livestock in Manitoba by offering innovative and targeted risk management, insurance, and financial programs.
Situation
MASC was operating with a mainframe-based legacy claim management system. The old system was slow and complex, leading to delays in processing of claims, errors, and impact on user experience.
With a strategic focus on innovation and digitization, MASC embarked on a mission to modernize its Claims Management application while incorporating advanced field service capabilities.
Key Challenges
- Manual Dependency: MASC's reliance on manual processes was time-consuming and error-prone.
- Limited Visibility: The lack of a centralized system hindered visibility into the claim management process, making it difficult to track progress and identify bottlenecks.
- Slow Claim Processing: Manual processes resulted in slow claim processing times, delaying resolutions and affecting customer satisfaction.
- Inefficiencies of Paper-Based Applications: Dependence on paper-based applications required manual data entry, doubling the workload and increasing the likelihood of errors, further slowing down the process.
The Solution
To address these challenges and achieve the program objectives, Infosys collaborated with MASC on a strategic claims modernization initiative. The solution and approach included:
- Low-Code Digital Solution: Developed a low-code digital solution tailored to support MASC's diverse product offerings.
- Cloud-First, Compliant Solution: Implemented a cloud-first approach with data residency in Canada to ensure optimal application availability and compliance.
- Mobile-First User Experience: Designed a mobile-first user experience to enable secure, anytime, anywhere access to critical data and functionalities.
- Efficient Resource Scheduling: Enhanced resource scheduling for crop inspection processes by integrating them with the Claims Management application, leading to faster case resolution.
- Improved Customer Communication: Ensured delivery of timely updates to customers, enhancing the overall experience.
Benefits
The successful implementation of the modernization program delivered significant benefits to MASC:
Improved Operational Efficiency
Achieved cost savings of 15% by streamlining operations and reducing manual processes.
Improved Customer Experience
Customer satisfaction scores increased by up to 30% due to a more seamless and transparent claims process, enhancing the overall experience.
Increased Claim Accuracy
Consistent calculations and correctness in claim settlements improved accuracy by 60% and reduced errors.
Future-Ready Modern Platform
Reduced maintenance costs by 15%, providing a scalable and sustainable platform for future growth.
Reduced Claims Lead & Processing Time
Reduced claims lead time by 15% and processing time by up to 40%, enabling quicker responses and settlements.
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