Streamlining Workflows for 150K+ Insurance Advisors with a Scalable Sales Super App

Business Opportunity

Super App for Boosting Advisor Performance

HDFC ERGO is a leading insurance company in India, offering a wide range of products including health, motor, home, and travel insurance. It is a joint venture between HDFC Ltd., a premier housing finance institution, and ERGO International AG, a part of Munich Re Group. With a strong focus on customer-centric solutions, HDFC ERGO leverages technology to provide seamless insurance services and is committed to delivering innovative products for various segments. 

The client faced challenges in addressing diverse advisor needs in recruitment, onboarding, lead management, personalized sales, and support, while overcoming inefficiencies in tracking performance and revenue. 

We developed a Sales Super App for more than 150K insurance advisors of HDFC ERGO to optimize workflows and enhance efficiency. The app streamlines claims, renewals, quotes, performance tracking, and provides curated insights to boost earnings. We also modernized HDFC ERGOs Policy Issuance Engine that helped in optimizing and renewal journey, ensuring efficiency, scalability, and an improved customer experience.

The Challenge

• Diverse Advisor Requirements: Developing a digital platform for over 150K advisors with varied needs.
• Inefficient Recruitment and Onboarding: Lack of effective features for recruitment and onboarding management.
• Limited Lead and Source Management: Insufficient tools for advisory referral, lead management, and source tracking.
• Lack of Personalization Tools: Absence of automated personalization sales aids and quote generation capabilities.
• Ineffective Policy and Claim Management: Challenges in managing policy issuance, claim filing, and overall policy management.
• Insufficient Service/Support Functionality: Gaps in the service and support functionality for advisors.
• Inadequate Data Insights: Existing system failed to provide comprehensive data on advisor efficiency, earnings, and revenue generation.

Our Solution

Building on our experience delivering resilient and scalable super apps on Google Cloud, Niveus proposed using the Google Cloud stack to develop a comprehensive Sales Super App tailored specifically for insurance advisors. The goal was to optimize HDFC ERGO’s workflows and significantly enhance operational efficiency.

The resulting super app serves as a one-stop solution for insurance advisors. It allows them to manage claims, renewals, issue quotes, and track their performance against peers. The app also provides curated insights to improve performance and earnings. This high-complexity project, with stringent timelines, involved three teams working simultaneously on different modules.

Our Policy Insurance Engine modernization service also optimized policy issuance and renewals by integrating with KYC, ABHA Payment, and PAS systems, ensuring efficiency, scalability, and an improved customer experience. It enabled a seamless policy-buying journey for both agents and customers. A modern cloud-native tech stack with a modular structure was utilized to ensure fast development for change requests and new product launches. This approach ensured configurability in buying journeys and workflows while employing auto-scalable infrastructure and deployment architecture for enhanced scalability. Tech Stack included ReactJS, NodeJS, and Cloud SQL Postgres.

The technology architecture leverages Google Kubernetes Engine (GKE) for scalability, Cloud Armor for security, and Cloud Composer for efficient data management. Real-time insights are provided through Google Analytics and QlikSense. The platform uses Flutter for the front-end and Node.js/Spring Boot for the back-end, following a microservices architecture to streamline key functions and enhance performance.

Results

• 27,000+ App Downloads: Achieved significant user adoption with strong downloads on iOS and Android in the first 6 months.
• 4.5/5 User Ratings: High user satisfaction with excellent ratings from app users.
• 39,000+ Web Logins: Consistent cross-platform engagement through frequent logins on the web version.
• 400,000+ Home Page Visits: Strong user interest with high traffic to the app’s home page.
• 40,000+ Loyal Users: Solid user retention with a growing base of loyal users actively engaging with the app.
• An Industry First: The solution is a first-of-its-kind in India’s insurance industry and has become a case study for other major insurance companies aiming to replicate the approach.
• Recognition: Niveus was honored with the “Best Partner in Agility” award by HDFC ERGO in 2023.

Power of Partnership

At Niveus, we combined deep industry expertise with cutting-edge technology to deliver a scalable and innovative solution tailored to meet the clients’ unique needs. Specializing in building resilient super apps on the Google Cloud platform, we offered end-to-end service delivery—from solution architecture and development to seamless integration and ongoing support. We excelled in delivering the complex project within the tight timelines, ensuring our client can quickly and efficiently launch their product to market. 

With a thorough understanding of the insurance industry’s challenges, we created a solution that drives meaningful business impact. Our commitment to innovation and the latest technologies ensured that the solution was future-proof, helping our client stay ahead of industry trends. Our dedication to excellence and agility has earned us the trust of our client, who recognized us with the “Best Partner in Agility” award in 2023.

Benefits of Building a SuperApp

• Streamlined User Experience: A super app consolidates multiple services and functionalities into a single platform, providing users with seamless access to various tools and services, reducing the need for multiple apps.
• Increased Engagement: By offering a wide range of integrated services, SuperApps drive higher user engagement, as customers are more likely to return to a single app that meets their diverse needs.
• Enhanced Customer Convenience: Super apps provide users with everything they need in one place, from managing tasks to accessing services, creating a more convenient and time-saving experience.
• Improved Operational Efficiency: For businesses, super apps optimize internal workflows by consolidating various functions, streamlining processes, and enhancing overall operational efficiency.
• Data-Driven Insights: By integrating various services, super apps collect a wealth of data that can be analyzed to generate valuable insights, helping businesses improve decision-making and tailor offerings to customer preferences.