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Aditya Birla Sun Life Insurance (ABSLI), a prominent player in the Indian insurance sector, is a 51:49 joint venture between the Aditya Birla Group and Sun Life Financial Inc. ABSLI embarked on a transformative journey with Salesforce Service Cloud in the first half of 2024. They aimed to enhance customer service efficiency and scalability across their 350+ branches nationwide. With a go-live date firmly set for mid-November 2024, ensuring a seamless implementation was paramount. Qualitia's expertise in test automation played a pivotal role in achieving this milestone.
By September 2024, ABSLI had completed initial testing and sprint-level manual testing for the first six sprints. However, as the go-live date approached, they identified a critical gap in their quality assurance process. For a complete QA signoff, they needed the capability to execute comprehensive regression tests on demand and at speed—something only test automation could deliver.
By the end of September, ABSLI's decision to onboard Qualitia Boson, the AI Native Test Automation platform for Salesforce, was influenced by two key factors:
ABSLI partnered with Qualitia to ensure their Salesforce implementation met its critical success factors.
Qualitia's approach to ABSLI's challenge showcased its unique strengths both as a product and a company:
Qualitia Boson's one-click generation feature enables testing teams to develop and execute automation rapidly. This is crucial for all ongoing salesforce implementations since it allows testers to develop and test simultaneously using automation, ensuring coverage and product quality during go-live.
Qualitia's involvement ensured that ABSLI met all their critical success factors:
With Qualitia Bosons' one-click generation features, the time required to develop initial automation was less than a month. Over 94% of the total test flows covering 280+ Case type/sub-type combinations were developed and executed within the first month since the project's inception. These 94% covered 100% of the critical flows to be released in phase 1 of the project.
From the third week of implementation, the automation began yielding results, enabling ABSLI's teams to execute reliable regression tests efficiently.
The Salesforce Service Cloud implementation went live precisely on the date, as planned. In a world where 67% of digital transformation projects get delayed#, the client delivered the project exactly on time. A single-day delay in releasing Salesforce would directly impact customer satisfaction due to lacking a customer servicing platform.
After going live, within 4 weeks, the coverage went up to 3388 data combinations from the earlier 779. The data combinations measure how thoroughly the testing is carried out. The increased coverage also included negative scenarios and integrated systems like IGMS and other 3rd party systems.
Deploying Qualitia ensured that the go-live happened as planned, which resulted in substantial cost savings. With each day's delay, the resources and business opportunity costs keep mounting. Each Execution cycle saves 543 person-hours of manual effort.
Comprehensive automation of business-critical flows ensured no defects leaked into production. Defects in production can be highly frustrating to users and can directly impact the customer experience. A production rollout with zero post-production defects shows a high commitment to quality for the end users.
