In a crowded digital marketplace, insurance aggregators face a dual challenge: handling high volumes of incoming customer requests while maintaining accuracy and speedy turnaround. One prominent aggregator struggled with manual data handling, a patchwork of legacy tools, and limited scalability as it pursued new geographic markets.
By partnering with RST and leveraging the OutSystems low-code platform, they transformed their processes—cutting operational bottlenecks, enhancing performance, and scaling up to meet growing demand. This case study outlines their journey from constraint to acceleration.
The Challenges
- Fragmented Systems
- Each aggregator function (e.g., quotes, policy issuance, customer service) existed in separate tools with few integrations.
- Data mismatches and manual re-entries were common, leading to inconsistency and delays.
- Inability to Scale
- Their existing infrastructure struggled with surges in quote requests, especially during seasonal spikes and marketing campaigns.
- Slow load times and frequent timeouts led to dropped leads and frustrated customers.
- Limited Real-Time Insights
- An absence of unified dashboards prevented leadership from viewing conversion trends, aggregator performance, or bottlenecks in real time.
- Decisions were reactive, relying on monthly spreadsheet reports that offered limited granularity.
- Complex Partner Onboarding
- Adding new insurers or adjusting product parameters required custom dev work, creating lengthy backlog queues and stifling opportunities for rapid expansion.
Our Approach
1 Comprehensive Needs Assessment
We began by conducting in-depth interviews with key stakeholders—product managers, IT leads, and partners. This helped us map each workflow, identify high-friction areas, and clarify scalability objectives.
- Process Mapping: Charted end-to-end aggregator workflows, from lead capture and quote generation to policy binding and after-sales support.
- Technical Audit: Reviewed APIs, database schemas, and hosting infrastructure to gauge existing capacity and integration challenges.
- Growth Targets: Clarified goals such as “50% faster onboarding of new insurance carriers” and “handling 2x the current daily quote volume without performance drops.”
2 Low-Code Solution Design with OutSystems
Armed with a clear understanding of pain points and targets, we proposed a unified aggregator platform built in OutSystems:
- Centralized Data Repository: Connected previously siloed systems—customer data, policy details, partner credentials—into one master database.
- Rule-Based Quote Engine: Replaced multiple ad-hoc quoting scripts with a single, scalable engine that integrated each insurer’s rates and underwriting guidelines.
- Dynamic Load Balancing: Designed the new system to automatically scale resources during peak quote requests, ensuring minimal latency.
- Self-Service Partner Portal: Empowered insurers to manage their product updates, pricing rules, and promotional campaigns directly, reducing aggregator dependency on custom dev work.
3 Phased Rollout & Iterative Refinements
To minimize risk and gather user feedback, we implemented the platform in phases:
- Pilot Launch: Introduced the new quote engine and data repository for a single line of business (e.g., auto insurance).
- Platform Expansion: Gradually onboarded additional product lines (home, travel) and new insurers.
- Full Integration: Rolled out the self-service portal to all partner insurers, backed by training webinars and detailed documentation.
Key Takeaway: Iterative deployment allowed us to test, refine, and scale the solution without disrupting the aggregator’s existing revenue streams.
The Results
1 Faster Quote Times & Smoother Customer Experience
- 70% Reduction in average quote time, thanks to the unified quote engine and load balancing.
- Significantly Lower Drop-off Rates: Quick responses and a stable interface boosted user confidence, increasing overall conversions.
2 Scalable Infrastructure for Peak Demand
- 2x Capacity: The aggregator seamlessly handled double its previous daily traffic volume—particularly valuable during seasonal or promotional spikes.
- Zero Downtime: Automated monitoring and resource allocation helped avoid service interruptions, even under heavy load.
3 Enhanced Partner Collaboration
- 50% Faster Onboarding: The self-service portal let new insurers integrate their product data, pricing, and promotional offers with minimal aggregator support.
- Real-Time Product Updates: Partners adjusted coverage parameters directly, slashing turnaround from days to hours.
4 Real-Time Insights & Decision-Making
- Unified Dashboard: Stakeholders monitored quote volumes, insurer performance, and key conversion metrics in real time.
- Proactive Issue Resolution: Alert systems flagged anomalies—like drastic conversion drops or API timeouts—so teams could intervene before they affected customer satisfaction.
Key Takeaway: By embracing OutSystems, the aggregator not only resolved immediate performance constraints but also laid the groundwork for continuous innovation and partner expansion.
Critical Success Factors
- Executive Alignment: Leadership championed the project, ensuring rapid decision-making and adequate resource allocation.
- Agile Methodology: Frequent development sprints and feedback loops aligned new features with evolving user needs.
- Change Management: Training sessions and step-by-step documentation minimized friction for insurers adopting the new portal and for internal teams adjusting to the restructured workflows.
- Low-Code Versatility: OutSystems’ visual modeling and one-click deployment allowed quick pivots and iterative refinements without major dev overhead.
Key Lessons Learned
- Start with Core Flows: Focusing initially on the highest-volume product line provided immediate ROI and built trust among stakeholders.
- Involve Partners Early: Allowing insurer partners to test new features or refine quoting logic helped build buy-in and improved accuracy.
- Design for Scalability: Proactive load testing and modular architecture averted last-minute performance surprises.
- Ongoing Optimization: Even after launch, continuous monitoring, A/B testing, and user feedback loops keep the aggregator ahead of market demands.
Key Takeaway: A user-centric, low-code approach fueled by iterative development and strong partnerships underpins success for any aggregator modernization effort.
Conclusion: Setting the Stage for Sustainable Growth
By unifying their systems in OutSystems and embedding scalability into every process, this aggregator was able to handle exponential growth without sacrificing performance or data integrity. They emerged from the transformation with blazing-fast quote times, empowered insurer partners, and a real-time view of their entire operation—ensuring they stay competitive in a fast-evolving digital insurance market.
How RST Can Help
At RST, we specialize in OutSystems-based solutions tailored to the insurance aggregator space—whether you’re looking to optimize quoting pipelines, improve partner collaboration, or scale on-demand. Our end-to-end approach ensures a smooth transition from legacy systems to modern, agile architectures.
Ready to Scale Your Insurance Aggregator?
Contact RST to discover how our low-code expertise can accelerate your growth, streamline partner relationships, and transform every facet of your aggregator business. Let’s build your future of efficiency and innovation—together.
