Case Study: Major Insurance Company achieves 6-week call center deployment and 100% user adoption with OutSystems

Insurance Company deploys Call Center application in 6 weeks

An insurance company needed to replace a market CRM package that couldn’t keep up with growing call volumes, was hard to customize or integrate with claims and policy systems, and delivered a confusing web interface and poor analytics. The old solution prevented a trusted single view of customer data and made backoffice collaboration and process changes slow and costly.

The in-house IT team built a custom Call Center & Fulfillment system on the OutSystems platform in 6 weeks for 100 agents and 150 backoffice users, with features like automatic inbound pop‑ups (integrated with Cisco), contact classification, SLA-driven prioritization and routing, real‑time legacy integrations (claims/policy/IBM AS400), task monitoring, portal access and flexible reporting. Results included 100% user adoption, ability to deploy critical changes in 2 days, accurate unified customer data, elimination of ad‑hoc spreadsheets, and higher user satisfaction.