IAM Services and Account Administration for a US Insurer with $2B+ in Premium

About Our Customer

The Customer is a US-based insurance brokerage with over two hundred offices across North America serving organizations from specialized industries like legal, healthcare, technology, and construction. The Customer continuously grows its business and partnership network to provide its clients with best-in-class insurance products and services.

Need for IT Competencies to Accelerate Partner Onboarding

The Customer’s business expansion strategy rests on acquiring established insurance carriers and agencies throughout the United States. This way, the company can quickly broaden its insurance portfolio and easily enter local markets while maintaining an inherently high service level. The partners benefit from streamlined marketing efforts, wider outreach, and access to our Customer’s modern technology infrastructure.

The Customer provides a digital agency management system for its insurance partners and is responsible for its smooth operation, multi-entity data security, and user support. Since the company participates in administering partner insurance portals, it must also guarantee secure and legitimate portal access.

The Customer relied on its in-house IT team to handle software and user support, including partner account administration and identity and access management (IAM). However, as the Customer’s partnership network scaled, the volume and complexity of tasks increased steadily, posing new challenges for the company’s engineers and hampering smooth partner onboarding. To relieve the team’s catastrophic workload and address the IAM backlog quicker, the Customer decided to outsource a range of IAM and administrative functions and sought out relevant third-party competencies. ScienceSoft came across as a reliable managed IT services provider with deep practical knowledge of the insurance domain.

Administering 10K+ Partner Accounts and Managing IAM Across 400+ Insurance Portals

ScienceSoft provided a dedicated team of three full-time support engineers and a lead IT engineer to partially take over partner account administration and IAM. The team’s primary task was addressing the accumulated license and credential requests to finalize new partner integration into the Customer’s digital servicing system.

ScienceSoft’s engineers started by exploring the Customer’s IAM policies and procedures, the specifics of its multi-party software ecosystem, and the roles and permissions matrix. This helped the team understand IAM workflows and proactively plan the response to potential user issues. In just two weeks, ScienceSoft started the support.

ScienceSoft’s engineers covered the following tasks:

• Keeping a centralized register of the insurance portals.
• Creating, modifying, and deleting user accounts for partner employees across the Customer’s insurance systems and for the company’s employees across the carrier and agent web portals.
• User role assignment in compliance with the Customer’s access policies.
• Granting user credentials and licenses to access the company’s and partner apps.
• Adjusting role-based access permissions when needed.
• Resolving user authentication and access issues: login and password management, account lockouts, lapsed partner licenses, etc.
• Escalation of more complex issues to the Customer’s security and support teams.

Since some of the Customer’s partners relied on custom and legacy web portals that lacked documentation, ScienceSoft’s team was also involved in portal discovery to recover the missing IAM instructions.

Initially, ScienceSoft’s team shared responsibilities with the Customer’s in-house engineers. After a year of close cooperation, when the team proved its trustworthiness when working with sensitive data, the Customer decided to switch to the fully outsourced cooperation model. The company relied on our lead engineer to manage the workflow and hired additionally two specialists to administer new partner accounts.

ScienceSoft’s team lead weighed the potential team’s performance and suggested the optimal resource allocation across the task scope. She also proposed a range of tunes across the account administration, IAM, and support KPI systems to better control the accomplished tasks and easily spot the areas of improvement. The new metrics consider the actual efforts spent, thus better reflect performance across various activities (license provisioning, ticket handling, etc.) and tasks of different complexity (can be performed outright or require additional research).

According to the agreed cooperation model, our team takes part in weekly meetings with Customer stakeholders and provides monthly performance reports.

1,700+ IAM Tasks and 1,500+ Partner Tickets Resolved in a Year

As of May 2024, the Customer has been relying on ScienceSoft’s team for nearly two years. In the first year of cooperation, our engineers resolved 1,700+ accumulated licensing tasks and 1,500+ partner tickets, each dealing with 1–50 accounts. Besides, the team handles the new IAM requests, speeding up partner onboarding.

Thanks to ScienceSoft’s approach, the Customer ensures transparent partner account administration, secure access to 400+ partner web portals, and prompt support. The resulting enhanced partner experiences translate into positive sectoral sentiment, making the company’s acquisition offer more attractive for potential partners.

Upon completing a range of projected acquisitions, the Customer plans to expand our cooperation by involving additional account administration competencies.

Technologies and Tools

Vorex, Excel, Microsoft Outlook, Teams, Zoom.