300,000+
$100,000+
48,000
Leading South African insurer Hollard wanted to speed up modernization of back-office operations. The company’s strategic focus on customer experience meant its development team needed a faster way to deliver innovation of its internal processes.
Hollard teamed up with OutSystems certified partner Linkit to set up an agile team that could transform its internal processes into customer-centric and integrated workflows. With its new OutSystems backbone, Hollard is saving millions in software licensing and can quickly add AI functionalities into its applications, including a generative AI-powered email triage system.
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Challenge
Hollard, a South African insurance group encompassing life, short-term, group schemes, and investments, is focused on building outstanding customer relationships through innovative solutions and digital channels.
Hollard saw a powerful opportunity to elevate its customer-centric strategy by modernising its internal systems. Many of the platforms were developed through acquisitions and Hollard recognised the potential to unify data and streamline processes for a more connected experience.
Brighton Ravele, Senior Manager, Digital Transformation at Hollard, takes up the story. “Hollard needed a platform that could integrate disparate systems, accelerate development, and empower the team to build solutions that harmonized internal processes for a seamless customer journey.”
"OutSystems became our tool to modernize the back-office and helped us harmonize processes, aligning with our strategic objective of building customer-centric solutions."
Solution
Hollard chose OutSystems and partner Linkit to modernize its back-office, starting with a small team that has since grown, demonstrating the platform's scalability. In less than three years, the partnership has resulted in several key applications including:
"Simple solutions can add significant business value, even if they are not technically complex. OutSystems helps us achieve that quickly."
Results
The adoption of OutSystems has yielded multiple benefits for Hollard, including considerable cost savings by replacing expensive legacy systems, such as the claims management system, which saved more than $100,000. Another system replacement, providing the ability to track and resolve customer queries quickly, is expected to save approximately $30,000 in licensing costs over a year.
Importantly, the new and improved processes enable staff to deliver a better, more integrated customer experience. By embedding generative AI into its operations workflow system, Hollard has significantly reduced manual effort, achieving 80% accuracy in email categorization and routing.
For Hollard’s lean development team, OutSystems' rapid UI development and data visualization, easy data manipulation, and API creation capabilities helped streamline app development processes, enabling rapid prototyping and quicker validation of requirements with users.
Now, the company is actively exploring OutSystems' Mentor to further accelerate development, expecting to build 90% of simple applications in two weeks, an estimated six-fold faster delivery.
"OutSystems Mentor can provide a rudimentary application covering 90% of what is needed, allowing us to start working quickly and fundamentally change how we deliver software across the SDLC."
