A leading technology products and services retailer operating across eight countries aimed to provide its customers with a digital-first, best-in-class omnichannel experience. The retailer wanted to integrate its online and in-store experiences to provide a seamless and intuitive customer journey, personalized recommendations, cross-selling and upselling of products and services, and to build a long-term relationship with them.

The challenge was that customers had started to expect the same high-level of service instore and online, especially after the pandemic hit. However, with over 600 applications and complex digital journeys across multiple websites and brands, the retailer had limitations to manage critical customer data, provide a personalized shopping experience, and integrate various disparate systems. The retailer faced issues like confusing navigation, disconnected experiences, unavailability of accurate inventory, a lack of sufficient customer data, limitations of legacy systems, inability of store colleagues to do contextual selling, and cross-channel fulfilment and returns.

Omnichannel solution

To address these issues, LTIMindtree collaborated with Salesforce to design and implement an omnichannel solution. The Commerce Cloud, an all-in-one stack scalable platform, was used to bring flexibility and scalability and eliminate performance issues and pressure during peak seasons. It was also used to test the success of personalization at scale and prove that it resulted in higher engagement, conversion, and increased basket spend. The rolling out of Einstein Artificial Intelligence quickened and simplified searches and offered a personalized experience for returning customers. Salesforce’s Mulesoft was used to integrate backend systems, making it a one-stop shop to integrate various disparate systems.

The Colleague Hub, built on Service Cloud, provided the employees with a centralized, real-time view of customer history, products in their cart, knowledge articles, and task lists. The StoreMode software made guided selling possible. The store colleagues could explore inventory and apply filters to suggest appropriate products and finalize the purchase while conversing with customers. They could then schedule next-day delivery to the store and then contactless collection.

The Experience Cloud was combined with Commerce Cloud to synchronize customer data for a uniform and scalable cross-geo experience improving personalization. The omnichannel inventory gave its’ employees tools to manage real-time inventory availability and customers a view of inventory across all channels, allowing a truly connected experience. Salesforce order management system (OMS) was used to create a seamless order experience for customers.

A consumer packaged goods (CPG) major with more than 65 unique brands over 800 online properties was facing a challenge in managing its digital-marketing operations. Each brand was using multiple agencies across countries for digital marketing, leading to a massive inefficiency in deploying new technologies and implementing marketing tactics.

The client recognized that this approach was costly and presented an inconsistent view of its brands across its digital channels. In 2009, the client decided to pursue a digital decoupling model to reduce costs and improve efficiencies. The client recognized that this was a waste of money and took a toll on the value of its brands. The client needed to reduce costs and improve efficiencies by pursuing a digital decoupling model.

Standardizing solutions

Under this model, all the creative agencies could focus solely on what they do best, while a primary vendor with expertise in the domain would own the technical work of producing, releasing, and maintaining these properties. The client asked LTIMindtree to propose a model for decoupling their digital marketing work. LTIMindtree defined the roles and processes so that the technical and creative agencies focused on their strengths to work as ‘One Team’ to realize the brand’s vision more efficiently. We started by developing a unified service orchestration and cost optimization. We combined that with a unified governance structure to leverage best practices and learning across tracks.

Inheriting diverse technologies such as .NET, MS SharePoint Server, Java, and PHP, LTIMindtree took over development and maintenance for web, mobile, and social development, including localizations. We also enabled web analytics and content management systems. This significantly increased site traffic provided better consumer understanding and actionable consumer insights.

A couple of years into the partnership with LTIMindtree, the client embarked on a larger, bolder step: building a new platform for all its brands that would eventually become the world’s largest digital marketing ecosystem for a single company. Together we laid out a strategic road map for building the next generation, multi-channel digital presence platform on Sitecore, and defined the processes to onboard the client’s brands through a digital factory. LTIMindtree also orchestrated the digital ecosystem, collaborating with various client marketing teams, creative agencies, and third-party vendors.

The client faced a multitude of challenges, including long lead times for product changes and new product launches; manual underwriting processes, maintenance, and integration issues; and the absence of self-service portals for both independent agents and insureds. Moreover, limitations in processing lockbox payments and handling large claim volumes during times of hurricanes caused customer dissatisfaction and downstream reporting remained inconsistent due to data governance issues.

Cutting-edge solutions

To address these challenges, LTIMindtree implemented the Duck Creek OnDemand full suite, providing a comprehensive solution that included policy, billing, claims, and data insights for personal lines. Leveraging an agile framework, the company built a scalable architecture and maximized the use of configurations of OOB features keeping workarounds and customizations to a minimum. The team created digital self-service portals for independent agents and insureds, offering a seamless user experience. Effective design best practices for data governance and analytics solutions and performance engineering services were employed, fine-tuning the modernized system’s performance.

Our client was facing several challenges with its legacy system running on an outdated Java version and limiting its growth. As the system lacked upgradation, it was unable to process beyond 30,000 locations and took up to 40 minutes to process large schedule policies. The system lacked support for multi-currency processing, resulting in inconsistent user experience across different regions.

The legacy system’s performance and feature constraints were limiting the client’s international expansion plans and hampering targets of large accounts. The client sought LTIMindtree’s advisory on product selection and migration to the cloud for a scalable solution that could support its growth plans.

LTIMindtree’s comprehensive solution

The Company, leveraging 10+ years of experience on the account, created the framework for the product-selection process to begin the product advisory and consulting services. The solution involved an all-inclusive hybrid cloud solution, including Salesforce, a multilingual booking portal on Azure, and Duck Creek OnDemand Policy v8 in a headless mode. We also defined an organizational change management strategy for guiding the client team in stakeholder analysis, stakeholder engagement, and devising a training strategy. We enabled the client organization to adopt agile practices, and we migrated data from the legacy system to Duck Creek to reduce operational expenditure costs.

In the insurance industry, quick access to timely data is essential to manage risk and exposure effectively. However, a leading American insurance brokerage faced challenges with extended turnaround times for gaining insights, which limited the effectiveness of their risk advisors and led to a loss of business.

Additionally, they struggled to formulate a comprehensive placement strategy and provide enriched data to underwriters for prudent decision-making and better price/coverage options. They reached out to LTIMindtree for a solution to integrate 11 different data sources and generate client-ready content to increase the broker’s market penetration in the fastest-growing sector of the cyber insurance marketplace.

Revolutionizing risk management and data analytics

LTIMindtree implemented a scalable Azure Data Lakehouse with a decoupled, scalable, and highly available architecture, along with a robust meta-data driven ingestion framework that is low on maintenance and has high implementation ROI. The pipelines were designed to require minimal manual intervention and had advanced built-in intelligence features to handle structured and semi-structured data. The solution also included intelligent audit and exception- handling techniques to proactively notify business users for quick decisions. To automate data ingestion, LTIMindtree used MS Form/ SPOL/MS Flows for collecting broker inputs for automated API triggers. The Company also built an ML model on PySpark that could connect data from new source systems with existing ones using fuzzy logic search.

LTIMindtree Solutions & Services helped a leading American multinational property and casualty (P&C) and life and annuity (L&A) reinsurance company streamline its complex platform. The client was facing challenges due to a lack of ownership and service-level issues arising from multiple service providers and internal IT teams managing platform operations. They not only had a highly complex platform but also experienced high costs and efforts to provision and maintain the on-premise infrastructure.

From complexity to clarity: Streamlining critical transactions

To save cost immediately, the client wanted to migrate majority of workloads to cloud and in process for SAP wanted to gain access to enhanced features of SAP HANA. LTIMindtree offered the client a comprehensive solution, which included a roadmap for their cloud journey and a plan to migrate all workloads, standardize architecture, processes, support models, etc. The Company implemented extreme cloud automation and cost optimization, using a lift-and-shift- migration strategy along with disaster recovery for production workloads by enabling global peering. LTIMindtree changed the team’s ways of working to deal with the pandemic-induced lockdown and accelerated the migration further.

As one of the largest airline companies in the world, the client needed a scalable and customer-centric mobile app to improve self-service capabilities for their 100+ Million flyers annually. They were looking to streamline tasks such as booking tickets, check-in, and selecting flight menus to focus on their core competencies while also increasing revenue through mobile app bookings.

Boosting digital revenue and customer experience

To meet these challenges, LTIMindtree used a distributed, agile delivery model to integrate multiple customer-facing solutions and enhance self-service capabilities for ‘Same Day Travel Changes’ and flight menu selections. Passengers could, therefore, preselect their meals through the app. Additionally, LTIMindtree implemented co-branded features such as users paying for flight tickets in instalments to accelerate revenues.