A leading US self-insured workers’ compensation provider wanted to implement CRM capabilities and an insurance policy administration system for its Defense Base Act (DBA) and Longshore products on the Salesforce platform. However, their member data was dispersed across multiple legacy back-end systems which complicated data integration, infrastructure optimization, API governance, and event logging and tracking.
They partnered with Exavalu to develop a solution using both Salesforce and MuleSoft to ensure robust and architectural governance, critical for user adoption and maximizing value realization.
Our client constantly struggled with dispersed data (member, policy, and claims) across multiple systems, leading to inconsistencies and inefficiencies. Salesforce adoption was significantly low among underwriters and Member Service Representatives (MSRs), which caused data integrity issues. Manual processes for longshore and DBA workflows - including quoting, binding, invoicing, and payroll processing –slowed down operations and increased errors.
A lack of documentation led to process gaps, making solution modifications difficult. The Salesforce environment was completely out of sync, lacking a baseline code version, and the MuleSoft implementation led to inefficiencies, hampering integration.
Our client faced significant challenges in bridging the integration gap between Salesforce and their Member Management System (MMS), maintaining operational APIs for legacy system integration, and ensuring transactional data reliability. Their limited in-house expertise further delayed the system transition. The gaps in API governance, disaster recovery strategies, and real-time monitoring mechanisms posed serious risks to data reliability and business continuity. Addressing these issues was critical to enhancing system reliability, data integrity, and overall business performance.
Reduction in underwriting and policy processing time with optimized workflows and automation.
Faster Transition to the new system, improving agent productivity and business continuity.
Improvement in data accuracy and governance, enhancing decision-making and compliance.
