Insurance providers compete in a crowded market where personalization and speed are critical. Customers expect tailored product recommendations without delays or manual intervention. To remain competitive, the company needed a flexible way to dynamically determine which insurance services to offer based on real-time customer criteria.
Challenge
Before Decisions, the company relied on static workflows and manual logic embedded in backend systems. This created several challenges:
- Limited ability to adapt services to customer needs in real time.
- Heavy reliance on IT for hard-coded changes to business rules.
- Inconsistent recommendations across different insurance products.
- Lack of structured, consumable APIs for front-end applications.
Solution
The company implemented Decisions to design a rules-driven services dashboard that allowed business users to configure workflows and services without coding. Key elements included:
- Backend workflows, service sections, and scripts stored in the database.
- Runtime rules to determine which services should be pitched to customers.
- An API flow to dynamically build JSON structures for front-end consumption.
- Configurable rules that let agents and business teams quickly update logic without IT intervention.
Differentiators
Decisions was selected for its unique combination of: