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Testing enterprise wide CRM Implementation

www.crestech.in
Date Published: June 1, 2009

Solution Overview
Case study on how Crestech team helped one of its major insurance client in successful implementation of CRMS (Customer Service Module) by providing Functional testing, UAT and Security testing services Application Domain Insurance

Objectives

Situation
Summary Our client, An Insurance giant implemented a new Customer Relationship Management system (service module) across all the customer care centers pan India and wanted it to be tested holistically so that its acceptance amongst business users can be increased leading to an enhanced customer experience

Holistic Testing solution for customer service module of CRM implementation.

Solution Unique 360 degree engagement model implemented Functional Testing Pre UAT testing UAT coordination Security Testing

Customer Profile Max New York Life Insurance Company Ltd. is a joint venture between New York Life, a Fortune 100 company and Max India Limited, one of India's leading multi-business corporations. Max New York Life offers a suite of flexible products. It now has 26 life insurance products and 8 riders that can be customized to over 400 combinations enabling customers to choose the policy that best fits their need. MNYL has around 100+ sales and customer support offices spread throughout India where Crestech Software Systems is the testing partners to Max New York Life testing all the core policy management systems and satellite systems.
Third Party Tools IBM Rational Performance Tester IBM Rational Test Manager IBM Rational Functional Tester Armorize Code Secure for Security Testing

Benefits Successful Implementation on time 65% Reduction in Post Production Issues Reduction in regression testing cost through Automation

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Problem
In view of aggressive product release and Marketing plans, MNYL expected a significant surge in client interactions with Customer Service Department. In order to improve upon its turnaround time and increase customer satisfaction, the think tank decided to implement a new Customer Relationship Management System across all the customer service locations throughout India. Crestech being the testing partners to MNYL was mandated to test the system with an objective to increase its acceptability among the Business users in Customer service department across and also to ensure the meeting of contractual SLAs with the development partner

Challenges One of the key challenges in the project involved co-coordinating and engaging business users across 100+ offices across India. Coordinating with Business users required a deep understanding of the way their business was being conducted. In addition to gathering the business users concern, communicating these concerns effectively to development partner and getting it resolved required a core understanding of CRM domain Amongst the primary technical challenges, testing the interface of CSMS system with SMS gateway, IVR system and existing policy administration applications formed the core issue. Another key challenge was to ensure the correct data entry into the system.

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Solution In order to tackle the challenges mentioned above, Crestech adopted the following strategy to ensure the successful implementation of new CSMS system

360 Degree Engagement model- Setting up active communication channel with all the stake holders including development vendor, Business Users and MNYL Management Involvement of test architects since the requirement gathering phase. This Allowed Crestech Business analyst to Capture the End user expectation and formulate effective testing strategy Setting up of team comprising of Insurance expert and CRM specialist Devising of a new end-to-end user acceptance test planning method that aligned testing objectives with business needs Managed multiple test phases including Early Visibility Demonstrations, Exploratory Testing and User Acceptance Testing Planned Extensive User training around new system to enhance user acceptance of new system Some of the key technical issues and our solution to these were
Challenges Solution

Environment Setup Including the Master data setup, User Management and Legacy Data Import Test Data- Complex workflows, requiring data in different formats e.g. Customer addresses, Product Codes, XML test data etc. Iterative development implies multiple Rounds of Regression testing

-Matured process for setup & Maintenance of test environments -SLA driven Test Environment Management -Automated test data building - Data Synchronization with Master data. - Reuse of production data.

Security Testing Security was a major issues for the modules to be deployed on internet

- Prioritization of testing based on need. -Automated regression suites -Automated test management for maintaining the test case repositories and managing test suites Security certification at code level and Blackbox level was conducted using static code analysis technique and Brute force Penetration testing

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Evaluation
Results and Benefits ROI for our client Happy Client Involving Crestech Team from beginning turned out to be wise decision. The team showed great understanding of the issues and at various times even went beyond their role to help the Project management team. Successful Implementation of CSMs wouldnt certainly have been possible without their active Support. A Big thanks to all of you

Through its 360 degree engagement model, Crestech team was able to secure a high level of commitment and engagement from all stakeholders. The testing model set new levels of progress and success in terms of UAT and ensured user acceptance issues were identified early in the deployment lifecycle allowing resolution without impact on deployment dates. 65% reduction in Post Production defect (A figure measured against the previous implementation) Timely productionization of all planned modules 50% reduction in testing cost for new release testing because of test automation suite

Manager - Business System Analysis

For More Information Contact:

CresTech Software Systems Pvt. Ltd. A-72, Sector-2, Noida, U.P. - 201301 Ph: 91-120-4320421 Email: Info@crestech.in, Web: www.crestech.in 2008 CresTech Software Systems Pvt. Ltd. All rights reserved. This case study is for informational purposes only. CresTech Software Systems makes no warranties, express or implied, in this document.

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