HDFC ERGO: Building a unique insurance ecosystem superapp for India with BigQuery and Apigee
Customer Company Size
Large Corporate
Region
- Asia
Country
- India
Product
- BigQuery
- Apigee
- Vertex AI
Tech Stack
- Google Cloud
- MLOps
- Natural Language AI
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
Technology Category
- Analytics & Modeling - Machine Learning
- Application Infrastructure & Middleware - API Integration & Management
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Functions
- Business Operation
Use Cases
- Predictive Maintenance
- Remote Asset Management
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
HDFC ERGO General Insurance Company Limited is one of India's leading non-life insurance companies in the private sector. It was promoted by the erstwhile Housing Development Finance Corporation Ltd. (HDFC), India's premier Housing Finance Institution, and ERGO International AG, the primary insurance entity of Munich Re Group. Following the amalgamation of HDFC with HDFC Bank Limited, one of India's leading private sector banks, HDFC ERGO became a subsidiary of the bank. The company has been serving the general insurance needs of millions of Indians since 2002. As a digital-first company, HDFC ERGO is transforming into an AI-first company, leveraging technology to offer customers the best-in-class service experience. The company is committed to providing innovative insurance solutions and has embarked on a digital transformation journey to enhance customer engagement and satisfaction.
The Challenge
HDFC ERGO, a leading non-life insurance company in India, faced the challenge of transforming its digital infrastructure to better serve its customers. The company aimed to move from a market share focus to capturing mindshare by leveraging its vast data resources. This required integrating complex hybrid IT systems and creating a unified cloud layer to support its digital transformation strategy, known as HDFC ERGO 3.0. The goal was to develop a unique insurance-led ecosystem and consumer-facing superapp, 'Here.', to provide personalized AI-driven services at scale across India. Additionally, the company sought to empower insurance advisors with the 1Up superapp, enabling AI services to manage policies, create quotes, and improve performance. The challenge was to migrate a 20-year-old IT infrastructure to a cloud-native, data-driven ecosystem while integrating structured and unstructured data for machine learning-driven analytics.
The Solution
To achieve its digital transformation goals, HDFC ERGO embarked on a comprehensive cloud migration to a cloud-native, data-driven ecosystem on Google Cloud. The company partnered with Niveus Solutions and Lumiq to architect the transformation. The migration involved moving a 20-year-old IT infrastructure to the cloud and integrating structured and unstructured data in BigQuery. Lumiq played a crucial role in building the entire 3.0 program around BigQuery as an autoscaling data lake, unifying data spread across disparate silos and legacy systems. BigQuery was then deployed as a powerful data warehouse for machine learning-driven analytics, powering the two superapps, 'Here.' and '1Up'. Niveus Solutions drove the Google Cloud migration and the building of the 1Up app, while Lumiq focused on data modernization. The integration of superapp ecosystem partners was facilitated by Apigee, a fully-managed API management tool, enabling seamless integration within the insurance partner ecosystem. Apigee's utility extended beyond the superapp experience, facilitating back-end middleware applications for streamlined operational efficiencies. Additionally, HDFC ERGO deployed Vertex AI and Google's generative AI engine to drive personalized offerings and demystify insurance concepts for consumers across India.
Operational Impact
Quantitative Benefit
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