American Armed Forces Mutual Aid Association

Enterprise Modernization & Infrastructure Support Services

Objective

Maintain systems and automate processes to enable Sales and Marketing teams to capture data points from customer policy holders more easily and effectively.

The American Armed Forces Mutual Aid Association (AAFMAA) is today’s premier provider of insurance, financial, and survivor services to the American Armed Forces Community. When it grew to more than 90,000 Soldiers, Airmen, Sailors, Marines, and Coast Guardsmen as members, AAFMAA could no longer afford to rely on time-consuming manual customer relationship management processes. What the agency needed was a sales process that was intuitive, automated, and capable of keeping one step ahead of policyholder needs.

MetroStar provides a full range of business and technical management services in support of AAFMAA offices or programs. These services encompass all areas of IT policy and planning including the following areas: IT capital planning and strategic planning, enterprise architecture, data management, information sharing, information security, training, enterprise resource management, business process re-engineering, IT transformation and strategy, organizational change management, and program management office support.

Solution

MetroStar constructed a comprehensive sales solution that provided internal data exchange of AAFMAA’s business development and marketing processes. Leveraging data exchange tools such as webMethods EntireX and Microsoft CRM to promote operational efficiencies; we were able to modernize and retain AAFMAA’s business logic written within a Natural/ADABAS environment.

Likewise, since the Microsoft CRM suite depended on Microsoft products and applications, we used complimentary platforms and expert knowledge of our Natural/ADABAS consultants to iteratively and incrementally modernize the existing legacy applications with the new CRM suite and design a solution in accordance with regulatory compliance standards and industry best-practices. Our approach offered a cost-effective modernization to allow AAFMAA revive its technology investments and reduce costs.

Since the implementation of webMethods EntireX and Microsoft CRM, AAFMAA has achieved three levels of effectiveness:

Increase Sales

  • +15% Growth in Insurance Policies
  • +59% Growth in Insurance in Force
  • +16% Growth in Members
  • +19% Growth in Lives Insured

Reduce Costs

  • 60% in IT Cost Savings
  • 7% Decrease in Expenses per policy

Retain existing investments

  • Adabas/Natural remain core

Tips

  • Require cost/benefit driven projects
  • Spent time to understand the environment
  • Focus on business processes first
  • Understand the entire architecture
  • Revive technology investments vs. rip and replace