Willis Towers Watson Case Studies

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WTW
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Willis Towers Watson

About WTW

Willis Towers Watson (WTW) is a global advisory, broking, and solutions company headquartered in London. Formed in 2016 through the merger of Willis Group Holdings and Towers Watson, it operates in over 140 countries. WTW provides insurance and reinsurance brokerage, risk management, consulting, and actuarial services across various industries, including construction, healthcare, and financial services. In Q4 2024, the company reported a 4% revenue increase, reaching $3.04 billion, with its risk and broking unit contributing $1.14 billion. Its services help clients manage risk, optimize employee benefits, and enhance business performance. With a strong global presence, WTW continues to expand its offerings to support corporations, governments, and individuals.

Challenges in Streamlining Insurance
Operations

  • A dedicated portal was required to streamline operations.
  • Efficient management of the insurance subscriber base.
  • Handle subscriber requests and complaints seamlessly.
  • Provide insurance agents with access to their respective customers. Improve customer service and agent.
  • productivity through centralized access. Enhance transparency and communication between subscribers and agents.
  • Simplify request tracking and complaint resolution processes.

Implementation by iBirds

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We created a self-service portal for all the people who bought Insurance through the client, so they could login anytime to access their information, make requests to modify their information, make requests to increase/decrease their Insurance cover and many other requests of similar nature.

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We implemented an approval process that got fired once any specific request for change was received through the Insured, via the portal. This was received, acknowledged and actioned upon by the respective Branch Admins for that Insured.

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We also created a self-service portal for the Agents who could login, submit requests on behalf of their respective Insured persons, view their Sales data and many other information.

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We enhanced the overall experience for the internal user who would be managing the Support process i.e. Cases received through the portals.

Technologies used in the implementations

  • Salesforce Sales & Service Cloud.
  • Salesforce Community Cloud.
  • Lightening Web Components creation.
  • Aura.
  • VF Page
  • Custom report
  • Reports and Dashboard
  • Apex
wills technologies used in the implementations 67f8d03e794b3