ServiceNow Migration Cuts Claims Processing Time by 45% for a Regional Insurance Provider
Legacy System Migration | CRM Integration | Rebuilt Reporting Dashboards
At a Glance
| Industry | Insurance |
|---|---|
| Services | ServiceNow Migration, Data Cleansing & Mapping, CRM Integration, Reporting Dashboard Development, Audit Trail Preservation |
| Challenge | A legacy, on-premise ITSM tool driving siloed, manual claims workflows, with years of policy and claims data that had never been cleanly mapped. |
| Solution | Migrated the insurer onto ServiceNow, cleansed and mapped historical data, integrated the platform with their existing CRM, and rebuilt reporting dashboards from scratch. |
| Key Result | Cut claims processing time by 45%, with full audit trails intact. |
About the Client
The client is a regional insurance provider whose claims operations ran on a legacy, on-premise ITSM tool that had been in place for years.
Client's Requirement
The insurer came to us running claims workflows that depended on a system nobody wanted to touch anymore, but nobody had replaced either. A handful of underlying issues kept surfacing across the engagement.
- Legacy, On-Premise ITSM Tool: The platform handling policy and claims data was old enough that every workaround built on top of it added more risk than it solved.
- Siloed Workflows: Nothing connected to the CRM or the other systems the insurer relied on. Information got re-entered by hand at every handoff.
- Years of Unmapped Data: Records had piled up for years without a consistent structure behind them, leaving a dataset nobody fully trusted to migrate cleanly.
- Manual Processing Delays: Without automation or integration, a claim moved only as fast as someone could manually push it forward.
Solution We Delivered
At Aegis Softech, we moved the insurer off legacy infrastructure and onto a single connected platform, without losing the audit trail history the business depended on. Each part of the engagement addressed a specific gap identified during our ServiceNow Consulting phase.
Legacy System Migration
We migrated the insurer off their on-premise ITSM tool and onto ServiceNow, retiring infrastructure that had been accumulating risk for years.
Data Cleansing and Mapping
We cleansed and mapped years of accumulated policy and claims data before migration, so what moved into ServiceNow was structured and trustworthy rather than carrying old inconsistencies forward.
CRM Integration
ServiceNow now connects directly to the insurer's existing CRM, so claims and customer data flow between systems instead of requiring manual re-entry at every step.
Rebuilt Reporting Dashboards
We rebuilt reporting dashboards from scratch on the new platform, giving claims teams visibility the legacy system had never been able to provide.
Audit Trail Preservation
Throughout the migration, we preserved full audit trails, so the insurer's compliance history stayed intact instead of starting over on the new platform.
The Results
The client saw the following outcomes:
- Claims Processing Time:
Dropped 45% once claims moved through a connected system instead of a manual, siloed one. - Data Integrity:
Years of policy and claims data now sit on ServiceNow in a structure the team can actually trust, instead of the inconsistent records the legacy system had accumulated. - System Connectivity:
Claims and CRM data now flow together, closing the manual re-entry gap that used to slow down every handoff. - Audit Readiness:
Full audit trails carried over intact, so compliance history didn't reset with the migration. - Reporting Visibility:
New dashboards give claims teams insight into processing status the old system was never built to show.
Technology Stack
- ServiceNow ITSM
- ServiceNow Migration Tools
- CRM Integration
- Reporting & Analytics Dashboards
- Audit Trail Framework
Still Running Claims on a Legacy System You've Outgrown?
Aegis Softtech helps insurance providers migrate off legacy, on-premise platforms and onto ServiceNow — cleansing historical data, connecting existing systems, and preserving the audit trails compliance depends on.
Talk to a ServiceNow Migration Specialist
*Client identity is confidential. Project details verified through internal delivery records. Reference available on request.*