PolicyBridge Platform
Case Study
InsurePlat – A Unified Communication & Video Call Platform for Insurance Agencies
We partnered with InsurePlat to bring their vision of streamlining client-agent communication to life. The result was a powerful, AI-supported, multi-tenant communication platform designed to provide insurance agencies with a seamless, omnichannel communication experience. This cloud-native SaaS platform enables agencies to connect with clients through video, SMS, email, and phone-all from a single dashboard, with integrated real-time engagement, analytics, and payment solutions.
The Vision
InsurePlat aimed to create a unified platform that allows insurance agencies to effortlessly manage communication with their clients across multiple channels. The goal was to provide agencies with a single platform that could handle video calls, text messages, emails, and phone calls-complete with AI-driven support, payment integration, and real-time analytics. Additionally, each agency needed a personalized portal, ensuring secure and isolated access for all tenants.
Scenario
Bridging Communication Gaps in the Insurance Sector
Insurance agencies often face challenges with fragmented communication systems, where different tools are used for video calls, SMS, email, and telephony. InsurePlat sought to streamline and unify this process, creating a cloud-native platform that would simplify operations and enhance the client experience. The key challenges included:
Managing multiple communication channels from different platforms, Providing a secure, multi-tenant environment for different agencies, Enabling real-time client engagement with seamless video calling, Offering AI support during wait times and handling payments within the communication flow
What we did
Designing a Scalable, Multi-Tenant Communication Hub
Multi-Tenant SaaS Platform Development :
We built a cloud-native platform with a secure login for both clients and admins, offering personalized portals for each agency to manage their communications independently.
One-Click Video Calling Integration :
We integrated OpenVidu to enable instant, one-click video calls for agents and clients, reducing wait times and improving customer engagement.
AI-Powered Real-Time Support :
Using RASA AI, we implemented a chatbot that provided real-time assistance during client wait periods, enhancing the user experience.
Payment Processing and Workflow Integration :
We incorporated secure in-call payment processing, allowing agents to handle transactions during video calls, along with real-time status updates.
Omnichannel Communication Dashboard :
We delivered a communication dashboard that integrated SMS, email, and call insights, providing agents with a consolidated view of all client interactions.
Backend and Frontend Development :
Built using .NET Core for backend services and React for the frontend, we ensured that the platform was responsive and user-friendly. Background processing was handled via Worker Services for scalability.
Key features of the experience
The Impact
Transforming Client-Agency Communication
InsurePlat’s multi-tenant communication platform revolutionized the way insurance agencies interact with their clients. By integrating video calls, messaging, AI-powered support, and payment workflows into a single, easy-to-use interface, we helped InsurePlat create a solution that enhances engagement, improves operational efficiency, and drives better business outcomes for insurance agencies.
Faster Client Engagement
The one-click video call feature significantly reduced delays in support, enabling quicker resolutions and higher satisfaction rates
Improved Operational Efficiency
By consolidating multiple communication channels into a single dashboard, agents were able to handle client interactions more effectively, leading to increased productivity.
Higher Conversion Rates
The seamless flow from video calls to in-call payment processing encouraged timely transactions, boosting conversions and agency revenue.
Enhanced Customer Experience
AI-driven support during wait times provided immediate assistance, improving the overall experience for clients and reducing frustration.
Scalable Architecture
The platform was designed to easily onboard new agencies with minimal setup, supporting the company’s growth and expansion.