Liberty Holdings unlocks significant value from enterprise interoperability Liberty Holdings2, a South Africa-based Using an API-led approach, Liberty’s developers financial services and insurance group, was were able to unlock data from back-end facing challenges due to the fact its claims, systems to build a digital platform with a single customer and underwriting data was stored comprehensive view of customers. This solution in multiple, monolithic back-end systems. features a digital claims portal that allows Liberty The result was a suboptimal insurance claims staff to quickly access critical customer and process that required employees to manually underwriting information, ultimately enabling extract data from seven different systems, them to process claims much faster. With new then enter it into a spreadsheet. They had to processes in place, the insurance company was then log into several other systems in order also able to expand its claims service beyond to process a claim. The operation was slow, traditional call centers to new digital channels, subject to human error and ultimately did reaching customers online and via mobile devices. not provide the level of support that Liberty’s Its customer service team could also finalize customers expect. in-progress claims through other channels. For example, if a customer starts a claim online and then needs assistance, a claims assistant can jump in and help without having to restart the whole process.