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Customer Evidence 
ICICI Lombard : cost reduction
  ICICI Lombard connects disparate applications to reduce cost of operations - Enables Business Process Management using BizTalk 2004.
 
Case Study
Posted:  December 22,2005 

ICICI Lombard is one of India's largest private players in the non-life insurance sector. The company was expanding rapidly. It had identified new high-growth markets; it planned to introduce new products, and had set aggressive growth targets.

However, one large obstacle to the company's goals stood in the way. Over the years, ICICI Lombard had deployed a number of systems to handle large amounts of data and workflow processes. Now, an upgrade to its systems was necessary for the company to remain competitive and continue to provide superior service.

Using Microsoft BizTalk® Server, Microsoft Consulting Services helped ICICI Lombard to design, architect, and implement the right solution for its needs. It has integrated its account information, insurance policy quotations, and claims management systems, so that data can move from one solution to another—seamlessly, without manual intervention.

Situation
ICICI Lombard General Insurance Company Limited is a joint venture between ICICI Bank Limited and the United States-based Fairfax Financial Holdings Limited. With around 1,000 employees and 75 offices across India, ICICI Lombard is one of India’s biggest private general insurance.

ICICI Lombard endeavor is to become India’s preferred provider for the entire array of financial products and services. It believes in targeting customers through a multiple channels, including direct sales, agents, brokers, alternate channels, and the Internet.
The company identified retail as a growth area; it also planned re-entry into motor insurance and introduction of a number of new products. These plans, along with aggressive overall growth targets, necessitated further empowering of the insurance sales agent, enabling the mobile workforce, and establishing ICICI Lombard Online Centres.

Agents and intermediaries utilize the Online Manager (OM) to log transactions relating to account creation, payments, and policy issuance. OM handles about 50,000 transactions per week.

Another system, PREMIA, in itself has a policy sales workflow comprised of quotation, underwriting, and policy issuance. Many ICICI Lombard users interact with PREMIA to manage corporate business. The system handles around 7,000 transactions per week and has around 250 database users. Agents, full time employees, and customers use the company's claims processing system.

The company recognized the need to effectively integrate systems, employees, and trading partners through manageable business processes. In doing so, this would enable the company to orchestrate

interactions in a highly flexible and automated manner. Business users could then spend less time gathering |information and more time acting on it.
The primary reasons for implementing BizTalk Server are reducing the cost of operations by stream-lining and integrating of processes, and building capacity to meet the organization’s growth targets.

Sanjay Motwani

National Manager– Technology ICICI Lombard, ICICI Lombard
Solution
ICICI Lombard needed to achieve enterprise-class scalability and reliability without requiring modifications to existing systems.

ICICI Lombard’s IT department looked at several options for integrating and streamlining its document processing, and chose an integration solution using XML to provide a bridge between internal systems and those used by partners. On the recommendation of Microsoft Consulting Services, the company decided to implement Microsoft® BizTalk® Server 2004 to take advantage of its support for XML.

“The primary reasons for implementing BizTalk Server are reducing the cost of operations by stream-lining and integrating of processes, and building capacity to meet the organization’s growth targets,” says
Sanjay Motwani, National Manager – Technology, ICICI Lombard.

BizTalk Server 2004 delivers superb integration technology. It is designed around the Service Oriented Architecture paradigm, in which the messages and documents, as well as the processing components they interact with, are based on XML and Web services technologies.


BizTalk Server 2004 is the central product of the Microsoft Enterprise Application Integration and Business Process Management toolset. It embodies the application integration and process automation capabilities of XML and Web services technologies.

BizTalk Server has two core functions:
• A process execution engine that manages the steps, applies the business logic, and invokes the supporting applications of a complex process and/or transaction set.
•  A multi-transport messaging hub transforms and routes information to and from applications and process steps.

BizTalk Server 2004 uses the XML schema to create an internal structural and semantic model (a document definition) of the proprietary information formats that it will receive from or send to external applications or process steps.

A data exchange takes place when BizTalk Server receives information from one application that it identifies as input for another; it executes the format conversion through its mapping facility. BizTalk Server 2004 then delivers the information to the receiving application or process step in the format required.
Microsoft Consulting Services worked closely with ICICI Lombard in mapping the typical business process scenario. For example, a new cover note for a product sale is created. The cover note data is sent to the underwriting desk. The underwriting desk, using internal knowledge and heuristics determines whether to reject it and send it back to the agent or approve it. If approval is indicated, the cover note data is sent to operations. Operations staff performs data checks on it and marks it as complete. The data is now ready to be synchronized to PREMIA and is marked as such in Online Manager

“Microsoft Consulting Services has helped us deliver a powerful yet easy-to-manage solution. Our excellent systems now share information seamlessly, which has enabled us to improve time to market considerably,” explains Motwani.A powerful inference-driven Business Rules Engine employs an intuitive method of separating implementation details from the business logic used in its rules.
 
Benefits
BizTalk Server 2004 was chosen as the key to integrating the company's purchase ordering system because of a number of new and enhanced features and benefits. These benefits include: minimal effort involved in creating flexible business processes, the application's ability to quickly and easily integrate with external systems, and the use of common development tools that can help the company in the future to create additional solutions based on the Microsoft Windows Server System™ operating system based.


Unified View of the Customer
ICICI Lombard Management is able to obtain a unified view of the customer from the updated PREMIA data store. “Using BizTalk Server has greatly reduced our dependence manual and semi-manual processes. Automating business processes has improved time to market, reduced the time taken to process a claim and improved manageability and administration of the applications,” explains Sanjay Motwani, National Manager – Technology, ICICI Lombard.


Enable New Channels Faster
ICICI Lombard’s IT division can now enable channels faster, such as interactive voice response and personal digital assistant-enabled agents, the company's online centers, or applications such as the claims processing system. Furthermore, the company can do all this without having to engage in another point-to-point integration or data-store integration exercise.


Time to Market.
ICICI Lombard's business operations can simplify the implementation of dynamic business rules within the system, such as underwriting approval limits. They can achieve faster time-to-market when new products are launched. This is primarily because of efficiencies achieved by reducing the need to revisit existing business processes.


Orchestration Speeds Workflows
The orchestration feature of BizTalk Server 2004 was an important factor in the company's decision. The orchestration engine's primary tool, Orchestration Designer, provides functions such as Send, Receive, Transform, and Construct in a visual, easily understood graphical interface. BizTalk Server then saves the workflow in an executable file called an orchestration, which uses a run-time engine to execute requisition order processes. The IT team is not required to write any additional code to bind the business processes together. By using a visual representation of business processes as a programming model, BizTalk Orchestration helps IT staff to vastly reduce development time, streamline maintenance, and simplify analysis of complex e-business processes.

Future Plans

In the next phase, the company plans to integrate SAP Financials with the existing BizTalk Server implementation.

In the future, the company will implement a Business Activity Management module of the Microsoft integration platform to manage operational performance metrics such as transaction volumes. This will generate valuable, near real-time business intelligence.

Microsoft Windows Server System

Microsoft Windows Server System is a line of integrated and manageable server software designed to reduce the complexity and cost of IT. Windows Server System enables you to spend less time and budget on managing your systems so that you can focus your resources on other priorities for you and your business
For more information about Windows Server System, go to: www.microsoft.com/windowsserversystem
 
 
 
Solution Overview
Company
ICICI Lombard
Industry
Banking and financial Services
Industry Size
Large
Customer Profile
ICICI Lombard General Insurance Company Limited is a joint venture between ICICI Bank Limited and the United States-based Fairfax Financial Holdings Limited. With around 1,000 employees and 75 offices.
Business Situation
ICICI Lombard executives wanted to integrate software applications used by agents and intermediaries, employees, and customers. With a unified view of the customer, both the net worth of the customer.
Solution
Using Microsoft BizTalk® Server 2004 to help integrate data from disparate sources and applications. ICICI Lombard integrated insurance policy quotations and claims management systems.
Benefits
• Efficient business process automation
• Reduce cost of operations
• Quicker new channel delivery 
• Faster time to market
• Scalable reliable solution
• Lowers total cost of Ownership
• Full control 
• Flexibility of operations
Software and Services
» Windows Server System
 
Microsoft SQL Server 2000 
Microsoft Biztalk Server 2002 
» Windows Server Systems Services
 
Microsoft Terminal Services 
Hardware
•  Dell 2850 For SQL Server Cluster
•  Dell-EMC CX300 For Storage Area Network (SAN)
•  Dell 2850 Microsoft Biztalk Cluster.
Partner
Microsoft Services
"Microsoft Consulting Services has helped us deliver a powerful yet easy-to-manage solution. Our excellent systems now share information seamlessly, which has enabled us to improve time to market considerably."

Sanjay Motwani
National Manager - Technology, ICICI Lombard

 

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