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Sanitas: Modernises its customer service applications - focus is time-to-market

Sanitas is transferring its customer service applications for handling core processes such as the offer and application process to a microservice architecture.

The applications for handling various core processes, one of which is the offer and application process, are implemented as a monolith today. This architecture hinders the rapid implementation of business requirements (e.g., launch of a new product) and the move to the cloud.
In addition to the technological improvements, the project will generate major business benefits: Core processes are restructured, simplified and automated as part of the modernization project.
Furthermore, a modern and intuitive user interface is created for the end users - Sanitas employees and Sanitas partners - which optimally supports the handling of the processes.
The lack of technical support from the end user led to many queries from customers and to adjustments to offers and applications. New rules and regulations are available to support the user. Sanitas policyholders also benefit from this: the waiting time for an offer or an admission decision is massively reduced by the new solution.

Challenges

The offer and application process is one of the most important core processes in health insurance. Both the end users, who create the offers and review applications, and representatives, who make new demands on the core process, have to struggle with technical and organizational difficulties.

These are the top three challenges facing Sanitas:

  1. In autumn business, the peak season for Swiss health insurance companies, the systems reach their performance limits. Client advisors are unable to process the client's request within the desired time frame.

  2. The systems are technically outdated and not sufficiently expandable and scalable. There is no automation potential in the current setup.

  3. Only four releases can be carried out per year. Accordingly, the backlog overflows with new requirements. Only a small part of them can be implemented.

Impacts

The existing solution poses a risk for the health insurer in that restrictions at various levels must be accepted.

If the above-mentioned challenges were to be ignored, Sanitas would suffer the following consequences:

  1. In the autumn business, i.e. precisely when things are supposed to run smoothly and efficiently, employees in the service centres have to contend with waiting times when preparing offers and processing applications. This is ultimately also felt by Sanitas customers.

  2. The step towards the cloud is practically impossible with the existing technology.

  3. The specialist departments sometimes wait a long time for the implementation of new functionalities. It is not possible to keep up with the time-to-market capability of some competitors.

«The ipt experts are not only distinguished by their dedication, commitment and technical know-how - it is also great fun to work with them personally. A great mix for a successful partnership!»
Daniel Hamm Tech Lead offer and application process, Sanitas

Solution

The result is a scalable and expandable solution, which was developed by an interdisciplinary team consisting of business and IT representatives. Sanitas has developed a solution with the following business value in cooperation with ipt:

  1. Time-to-market

    Faster delivery by scaling teams and the possibility of more frequent releases.

  2. Automation

    The offer and application process is modeled as a process and the rules and regulations are transparently mapped together with the process. The work steps and rule checks are automated as far as possible.

  3. Online completion

    In the course of digitisation, customers are to be increasingly attracted to online transactions. The new solution now allows this channel change by integrating the online process.

Business Value

Click here for an explanation of the ipt Value Spider – Make technology valuable

«In our mission to develop best-in-class applications for our customers, innovative and technology affine partners are important. To this end, our virtual and agile implementation teams rely on ipt expertise.»
Mohammad Najm Head of IT Delivery & Technology, Sanitas

This was achieved

The following could be achieved with the solution.

 

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Process cycle times

are reduced

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Traceability and monitoring

of process steps & regulations now possible

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Automation rates

are massively increased

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Time-to-market

of business requirements is shortened.

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Number of possible releases per year

increases from 4 to 12

Tech-Box

The following was requested from a technological point of view

  • The application integrates into the existing microservice architecture.
  • Individual microservices are to be developed independently of each other - in different teams and at different locations.
  • Microservices should be able to operate and scale independently.

The following technologies were used

  • Backend with Spring Boot.
  • Process management and rules with Camunda.
  • Modern frontend with Vue.js.
  • Container technologies for portability and scaling during development and operation.
  • Infrastructure automation with GitLab.

We were on the project

Please contact us if you have any questions.