Call Center Application Solution Case Study

Compuworx Team of System and Database expertise helps Zurich Insurance convert a legacy call centre application.

The Client:

Zurich Canada is one of the country's leading providers of home, auto and life insurance protection to Canadians, their families and businesses. Zurich Canada employs 2,000 people working in regional offices from coast to coast in Canada. More than two-thirds of Zurich's employees work and live in Ontario generating over $60 million in salaries and benefits to the Ontario economy.

Zurich's asset management capabilities are housed within Zurich Canada Investment Management Limited, partnered with Scudder Canada Investor Services Ltd. Zurich Canada is a member of Zurich Financial Services, a leading internationally-recognized provider of insurance and financial services in nonlife and life insurance, reinsurance and asset management. It offers financial protection and investment solutions to customers in the personal, commercial and corporate market segments. Headquartered in Zurich, Switzerland, the group operates in 50 countries worldwide and employs 47,000 people.

For more than 75 years Zurich Canada and its brokers have provided insurance protection and asset management to Canadians and Canadian businesses. They offer a wide array of product solutions -- from employee benefits to annuities and segregated funds. On the property and casualty side, they provide home, auto, small business and commercial insurance. Working in partnership with PEOPLEPLUS Insurance Company, Zurich Canada offers corporations and associations group car, home and life insurance.

The Challenge:

Migrating their database from IMA Edge to Sybase . Redeveloping the Call Centre application Working with other consulting companies, Ernst and Young consulting, SRG consulting

The Solution:

The main purpose of the night processing routine was to export a subset of data from EDGE BHS database into flat files that could be used by the SAS Reporting process as well as the Policy Renewal process performed by stored procedures within Sybase. BHS VBHS DATA MIGRATION - database schema with appropriate Data Types and Data lengths - anticipating needs of FMC and E&Y and having deliverables ready - referential integrity and SQL coding - use of "-1" index vs NULLs - standardizing Y/N to 0/1

Dcom, jetform, Microsoft visual basic enterprise muti-tier applicaiton design Sybase stored procedures, Jetform server, RS6000 AIX

The Benefits:

Y2K compliancy, client server solution, Open standards technology. Multi-tierd application design. Basis for future client interfaces.

Sybase database and stored procedures used for Automatic Policy Renewal Processing Improved processing of Policy Renewal stored procedures by 20 percent Maintained Unix processes responsible for BHS integration with SAS, PMS, Apropos Call Center, and Sybase Redesigned Night Processing routines (Unix Scripts) and increased performance by 50 percent Developed VB 5.0 Client Server application for viewing outbound calls in Apropos Call Center database Developed VB 6.0 BHS-interfaced tracking tool for Marketing Managed all aspects of BHS to VBHS Data Migration Project. Developed strategy and tools for analysis, reparation and conversion of 2GB of non-conforming data from EDGE c-tree database into Sybase database. Designed VB 6.0 application to extract individual EDGE logics from EDGE internal logic file Created VB 6.0 C/S Data Analysis tool to identify all data type, data length, and referential integrity problems Created VB 6.0 Client/Server Data Reparation tool that used SQL code generation to fix data problems Created Sybase Database Schema used for VBHS Application Development Project Assisted VBHS development teams from Zurich IT, FMC and Ernst and Young with database requirements