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Sametime Streamline: Application Development and Integration Capabilities
from IBM

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Case Study

Description:
By moving to a new system, Celina Insurance achieved cost reduction and increased productivity by giving faster, better service to agents, which secured agent loyalty, and their customers due to integrated systems and real-time collaboration. They also reached a 50 percent reduction in phone calls and costs due to instant messaging, and a 40 percent reduction in head count while maintaining the same volume of business due to streamlined processes.

IBM Case Study Sample

Celina made an astute decision in 1999 when it recognized the growing power of the Web and the implications for business. At the forefront of its industry in seeing the Web’s potential, Celina decided to use the Web to make it easy for independent agents to do business with them, thereby increasing agent loyalty and improving services to both agents and end customers.

With the rapid application development and integration capabilities of Lotus Domino, Celina built an extranet using IBM Lotus Notes and Domino, IBM Lotus Sametime, IBM DB2 and an AS/400-based inquiry and transaction processing application. The resulting Resource Base of Information (RBI) application exposes information from Celina's insurance processing application to its agents.

This allows agents to use a Web browser to access policy data and claims data, process payments, rate customers' credit and update policies, all via integration with the in-house insurance system.

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