Enhancing Customer Journeys through a Hybrid CMS Platform for an Insurance Company

The Challenge

As company’s customer base grew, so did the demand for a robust and responsive digital platform. However, the company’s legacy CMS struggled to keep pace with these evolving needs. The existing infrastructure was a tightly coupled tech stack, where the frontend and backend were closely integrated. This approach led to several roadblocks:

  • Limited scalability of the platform.
  • Slow page load speeds and subpar performance on mobile and desktop.
  • Inflexibility to author and update content seamlessly, particularly across complex insurance categories.
  • Complicated integration processes for new APIs, hampering the speed of innovation.

To continue leading in digital insurance, company needed a modern, scalable CMS solution that could support high-performance user journeys across various touchpoints.

The Objective

Company’s primary objective was to transition from its legacy CMS to a scalable, headless CMS platform that could deliver the following:

  • Enhanced Page Performance: Meet 90% Desktop and 85% Mobile Web Vitals standards with fast page load times, improved SEO, and compliance with PWA and AMP standards.
  • User-Friendly Content Management: Enable marketing and business teams to easily create and update content for purchase and renewal journeys across insurance categories.
  • PWA Capabilities: Support offline browsing, push notifications, and other advanced web app features.
  • Seamless API Integrations: Ensure ease of integration with both existing and new APIs, supporting various insurance products.

With these objectives in mind, the insurance provider sought an innovative, scalable solution to optimize digital interactions across all customer journeys.

Key Value to Business

The Solution

Digital Agents Interactive Private Limited (DAIPL) developed a comprehensive, headless CMS platform using Headless Drupal integrated with a lightweight React JS (Next JS with SSR on Node JS) framework. Our solution offered a range of features tailored to company’s requirements, enabling their marketing and business teams to create, manage, and optimize digital experiences seamlessly. Key highlights of our solution include:

  • PWA & AMP Optimized Pages: Implemented web pages optimized for Progressive Web Apps (PWA) and Accelerated Mobile Pages (AMP), enabling offline browsing and delivering push notifications through PWA Service Workers.
  • Page Speed Optimization: Enhanced page load times to meet targeted Web Vitals standards, ensuring a fast, responsive user experience across devices.
  • Reusable Templates & Scalable Architecture: Developed modular, reusable templates in React JS/Next JS, supporting scalability across buy and renewal journeys and improving content management for insurance products.
  • Robust CMS with Headless Drupal: Offered a streamlined CMS with content and experience management capabilities, including approval workflows, enabling better collaboration between company’s business and marketing teams.
  • API Integration & Compliance: Created a flexible architecture for easy API integration, enabling minimalistic purchase and renewal flows that adhere to stringent data compliance regulations.
  • Multisite, Multilingual Platform: Built a scalable platform supporting multisite, multilingual, and multi-locale needs, enabling company to localize their messaging for diverse audiences.

The Impact

Our innovative CMS solution has empowered company to transform its digital experience, resulting in notable achievements:

  • 14% Increase in New Customers and 16% Growth in New Policies: The seamless, optimized user journey significantly boosted customer acquisition and policy renewals through digital channels.
  • Significant Digital Sales Growth: The improved platform contributed to digital channels becoming the most profitable, with a manifold increase in digital sales.
  • Accelerated Product Launches: With enhanced CMS flexibility and integration capabilities, company can now bring new products to market in days rather than weeks, reducing time-to-market.
  • Localized Customer Engagement: With multi-language support, company can effectively reach target customers across diverse regions, enabling impactful calls-to-action in multiple languages.

Examples Of Our Expertise

From VR training to AI-powered digital twins, our solutions have transformed operations for global leaders like Coca-Cola and Walmart.

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"Transforming Training with Immersive Innovation"

Working with Digital Agents has been a game-changer for us. Their expertise in XR technology allowed us to create immersive training modules that are engaging, interactive, and highly effective. From concept to execution, the process was seamless, and their team demonstrated exceptional professionalism and innovation at every step. The digital solutions they developed have enhanced our employee learning experiences significantly.

– Alok Saxena, AVP, Information Technology, Coca Cola

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"Delivering Excellence with Simulation-Based Digital Twin VR Solutions"

We are thrilled with the outcome of the Simulation-Based Digital Twin VR Platform project. The Digital Agents Interactive team showcased exceptional professionalism and dedication, consistently delivering high-quality results ahead of schedule. Their technical expertise and responsiveness to our evolving needs made collaboration a pleasure. The platform is set to bring significant value to our business, and we appreciate their ongoing support post-project. We look forward to the opportunity to work together again in the future.

Nitin Jain, Programme Head – EE Industry and Data, Digi-Twin and EE Cooling

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"Pioneering Alternate Reality for Submersible Acoustic Characterization"

I am pleased to certify that Digital Agents Interactive Pvt Ltd has successfully supplied, installed, and commissioned the Alternate Reality Tools for Simulated Survey and Digital Pedagogy for Experimentation aboard our submersible platform for acoustic characterization. The project, completed on 29th March 2023 and accepted on 30th March 2023, met all specifications outlined in our purchase order. Their commendable work and timely execution have significantly contributed to our project objectives.

Shan Victor Pereira, Project Director, SPACE PROJECT, NPOL

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"Empowering Future Innovators with Virtual Nano-Fabrication Training"

I want to express my deepest gratitude to Digital Agents Interactive for their exceptional support and service to vFabLab over the past seven years. Your technical expertise and dedication have been vital in developing our Virtual Laboratory for Nano-fabrication Operations Training. The innovative solutions provided have empowered students worldwide to gain essential skills, greatly impacting their future careers in nanotechnology. We truly value our partnership and look forward to continuing this remarkable journey together.

Dr. Muhammad Mustafa Hussain, Purdue University