Traditionally, a customer would either visit a branch or be helped by an agent. Today, says Gulati they can use a Web-based platform to buy a policy themselves online and renew it via their mobile phones. "We also allow our customers to buy our policies seamlessly through our partner websites. The EA s have helped us forge partnerships with the right distributors and develop technology-led delivery mechanisms," says Gulati. And as ICICI Lombard went from handling two million policies to four million policies a year, it has been able to maintain the same level of manpower - and there's room for a significant percentage more without increasing staff. "The enterprise architecture they have designed has helped us scale up in nonlinear fashion," says Gulati. In a market like today, that contribution is considerable. "Given that general insurance penetration accounts for 0.6 percent of the country's GDP, the growth potential in this industry is immense," says Gulati. "We intend to leverage our enterprise architecture to tap this opportunity. Our architects can give us an edge over competitors. Its one thing to deliver a product and it's a completely different thing to have a robust architecture in the back end to deliver it, " says Gulati
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