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English | Pacific | Insurance

ICICI Lombard Facilitates Anywhere, Any Time Business with

Citrix Technology Key Benefits
Download PDF or read below.
● Slashed travel and support costs by
70 percent
“Citrix has helped us in efficient product and service delivery, and consequently ● Extends mobile access to
we have gotten the desired edge in today’s competitive arena.” applications using minimal
bandwidth
Sudhir Salian, Head, Strategy and IT, ICICI Lombard General Insurance Company ● Enables rapid deployment of
applications and upgrades
Ltd ● On-demand information access
improves customer service for
competitive edge
ICICI Lombard is a joint venture between ICICI Bank – the second largest bank in India — and
Lombard General Insurance — Canada’s oldest insurance provider. With over 50 products and Applications Deployed
sales of 3,000 policies per day, the company offers a host of insurance solutions to corporate,
small and medium enterprises (SME), and retail customers. ICICI Lombard employs 1,000 ● Premia (ERP Application)
● Final 7 (Insurance Accounting
workers in 75 locations all over India.
System)
● Investment System
The Challenge: Enable Business Mobility for End-users ● Oracle 8i database

The insurance business is information-driven and competitive. In an emerging market where

Networking Environment
both private and government players vie for a huge customer pie, ICICI Lombard understands
the value of fast, efficient and centralized information access. ● Citrix® MetaFrame® Presentation
Server running on two HP Proliant
Not only are ICICI Lombard’s offices dispersed geographically throughout India, but its 380 servers and three Dell 1750
Servers
employees are also mobile within their respective locations, bringing sales and services to the ● Microsoft® Windows® 2000 Server
homes and businesses of their clients. The company needed an efficient technology solution ● LAN, WAN, Broadband, Dial-up
that would enable its employees and agents to administer and present insurance services and ● More than 400 desktops (P3 / P4
Assembled, IBM and Zenith) and
products from anywhere and at any time. Moreover, in addition to providing information access, laptops (Toshiba, Dell, IBM)
the company needed to be able to support these mobile users cost-effectively, to easily deploy
applications to them, and to minimize the cost of bandwidth required for remote connectivity.

Said Mr. Sanjay Motwani, National Manager, Technology at ICICI Lombard General Insurance
Company Limited, “With the diversity of locations at ICICI Lombard and a high volume of
products and sales, we had an acute need to centralize applications for faster rollouts. This is
where Citrix stepped in and streamlined our processes.”

Implementing a Citrix Solution for Workforce Mobility

ICICI Lombard partnered with system integrator WIPRO to implement a solution using Citrix®

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Citrix Systems » ICICI Lombard General Insurance Company Ltd

MetaFrame® Presentation Server running on HP Proliant 380 and Dell 1750 Servers. Currently,
more than 400 users connect to the centralized system to access relevant modules like Premia
(an ERP application), Final 7 (insurance accounting system) and an Investment System via
Windows®-based thin-clients and laptops. Unlike in the past, ICICI Lombard’s insurance
employees and agents are now able to structure all types of the company’s available insurance
products, independent of time and location.

Averred Mr. Motwani, “Citrix technology has helped to maintain and consolidate our
competitiveness in the marketplace. Our employees enter our system through a WAN,
broadband internet, and dial-up and access the advanced end-to-end policy issuance
framework, including customer profiling, quotation processing, policy issuance and payment
process. The system is designed to generate a policy in less than 10 minutes.”

Improved System Administration Generates Cost Savings

Thanks to the Citrix solution, ICICI Lombard has seen a significant reduction in process and
administrative costs. These savings come largely from the centralized administration inherent to
using MetaFrame Presentation Server, which enables IT staff to deploy, manage and update
users’ systems without needing to be at the location of the end-user. Said Mr. Motwani, “Our
high travel costs were eating into the bottom line, but now our total reduction in the travel
component is 70 percent, which means an annual saving of about Rs. 10 lakhs.”

Centralized management also allows ICICI Lombard to rapidly scale its system according to
changing business needs. Adding or removing applications or users is simple and can be
accomplished from the main location without travel. This makes the entire process hassle-free
and fast, saving on manpower and costs. “In nutshell, with the effective use of Citrix technology,
we have made our operations cost-effective,” said Mr. Motwani.

Better Customer Service for Competitive Advantage

Another major benefit of the Citrix solution is improved business efficiency, which translates to
faster close-of-sale and higher customer retention. Since employees are able to access the
most up-to-date information and applications on-demand – from one of the company’s multiple
offices or on the road – they can provide clients with needed information instantly, on the spot.
The new infrastructure means customers can be serviced faster, and all policies related issues
can be monitored and tracked at any point at any time. For instance, a discrepancy can be
tracked and corrected immediately, thereby saving considerable time, and more customers can
be efficiently serviced with existing resources. The higher manageability characteristics of the
Citrix MetaFrame Presentation Server also mean negligible downtimes – a key element to
maintain business mobility and customer satisfaction.

“Our deployment of MetaFrame Presentation Server is seen as a benchmark in the insurance

business,” said Mr. Motwani. “Truly, apart from increasing ICICI Lombard’s competitive
advantage, I believe that the solution has helped us take the lead in enhancing the customer
experience.”

Mr. Sudhir Salian, Head of Strategy and IT at ICICI Lombard, agrees. “Citrix has helped us in
efficient product and service delivery, and consequently we have gotten the desired edge in
today’s competitive arena,” concluded Mr. Salian.

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are registered trademarks of Microsoft Corporation in the United States and/or other countries. UNIX® is
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Citrix Systems » ICICI Lombard General Insurance Company Ltd

©1999-2005 Citrix Systems, Inc. All rights reserved.

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