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John Hancock
Name: John Hancock Life Insurance Company
Country: USA
Industry: Financial Services

John Hancock is the U.S. division of Manulife Financial Corporation, a highly esteemed global enterprise based in Toronto, Ontario. The John Hancock companies provide solutions for 8 of consumers’ top 10 financial concerns, including the need to plan for retirement,the cost of healthcare/medical expenses, outliving savings and financial security after retirement.
Manulife has approximately 20,000 employees in 19 countries worldwide. Manulife is the world's fifth largest, and John Hancock is North America's second largest, life insurer by market capitalization. John Hancock was ranked #1 in US in Life Insurance Sales for 2006


BUSINESS SITUATION

To support its country-wide network of agents and sales representatives, customer was using traditional client server applications, which were not scalable and the workflows were paper-intensive. To increase efficiency and productivity, they needed a state of the art Agent Relation Management (ARM) solution.

WHY GRAMEEN?

Grameen was chosen because it offered the required skills and relevant technical experience at a better cost-benefit point. Grameen’s prior exeprience in the insurance industry involving the same technology platform was also a consideration.

THE CHALLENGE

  • Development of the online web-enabled system written using VB.net and ASP.net technology on Visual Studio 2.0 framework with custom reporting module, considerable content automation and automated portfolio management
  • All development work was to be performed through VPN into John Hancock’s network

GRAMEEN SOLUTION

Besides analyzing their current system, we evaluated tools in the areas of customer relationship management, workflow management, document management and marketing communications.
In just nine weeks, we delivered the new ARM solution. The new web based recruiting tool for General Agents, Agency Managers, Policy Holders and Nominators was designed to help establish an automated process for finding and tracking agent issues.
We performed all work from inside the customer’s network connecting to it through VPN from geographically distant offshore development center.

REALIZED BENEFIT

  • Reduced turnaround time on policies by 30 percent
  • Average cost savings of $7,500 per policy project
  • All information for an agent is at one place - centralized content library eliminates redundant work and costs
  • Increased win rate and reduced legal exposure
  • ROI achieved within six weeks
  • Enabled efficient management of agents across the country
  • Increased efficiency in the service and wholesaling distribution environment

PRODUCT OVERVIEW

Key modules of the ARM solution were:

Recruitment Management: Contact and Process Management:
  • General Agents
  • Agency Managers
  • Policy Holders
  • Nominators
  • Agents
  • Nominators
  • Schedule
  • Messages
  • Mailing
  • To-do List
  • Reports
  • Letters & Email
  • Forms

PROJECT FACTS

Project: Development of a Web-based Insurance Claims Management System
Customer: John Hancock, USA
Partner: Aprosoft, USA
Service: Custom Application Development
Platform: ASP.net
Technologies: Microsoft Office SharePoint Portal Server 2003, SQL Server 2000, Windows Storage Server 2003, Windows XP Professional
Tools: Microsoft Visual Studio.net 2.0, VPN