Meet Theresa, CIO of an insurance company inundated by legacy systems. See how she uses cloud-native technologies to modernize operations and improve customer experience.
1. Improve NPS score
Theresa needs to improve her existing claims processing system. It's complex and highly
manual, resulting in lengthy claim resolution times. Needless to say, the customers are
With IBM Cloud Paks, Theresa is able to leverage built-in AI technology to automate manual processes without the need to staff multiple teams, train them on AI, and hope they can build it. Integrating the solution across the enterprise means it can continually mine processes to identify opportunities to further optimize the business process and greatly improve customer satisfaction, driving higher NPS scores.
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2. Automate claims
Theresa wants to ensure claims processing can operate without interruption and save money
through automation, so she and her team can react nimbly to market demands, and
ultimately, delight customers.
By modernizing applications, Theresa and her team can take advantage of AI and insights to make more accurate decisions, reduce downtime and reduce escalating costs. With IBM Cloud Pak for Watson AIOps, Theresa and her IT Ops team will have access to explainable AI that helps them detect and diagnose complex issues by connecting the dots between structured and unstructured data in real time, minimizing disruption in the automated claims process.
Telefónica, IBM and Red Hat joined forces to leverage hybrid cloud and AI capabilities of IBM Cloud Paks to automate operations and accelerate digital transformation. Learn from their success story.
3. Speed responses
The Chairman and Board of Directors want Theresa to invest in digital strategies to speed
market responsiveness while moving to a hybrid cloud architecture, improve security, and
continue to find new ways to optimize business processes to drive further efficiencies.
With IBM Cloud Paks, Theresa is able to empower her team to build and modernize applications faster, automate processes to drive efficiency, and secure data and applications to reduce threats and respond to incidents with speed and accuracy. IBM Cloud Pak for Integration helps to connect to core systems such as Guidewire and includes API Connect to enable third-party applications and internal teams to collaborate in a centrally managed ecosystem, reducing costs along the way. Theresa is also able to accelerate integration development and time to market, keeping her company competitive and her Board of Directors pleased with her decisive actions.