Topdanmark Develops Screen Sharing Tool Using AWS Communication Developer Services (CDS)

More Info

This article was co-authored by Michael Johnson, Senior Developer, and Sarah Thompson, Solution Manager at Topdanmark. Topdanmark, one of Denmark’s largest insurance providers, has been operational since 1899, offering a comprehensive range of insurance products for individuals, businesses, and agricultural clients.

In this article, we will delve into how Topdanmark leveraged AWS Communication Developer Services, specifically the Amazon Chime SDK and Amazon Simple Email Service (SES), along with AWS Lambda, to create an online meeting solution. This tool has helped Topdanmark employees conduct product presentations and boost revenue during the COVID-19 lockdown.

During the pandemic, face-to-face meetings became impractical, prompting Topdanmark to seek a straightforward and rapid development solution. They evaluated several options and ultimately gravitated towards AWS CDS for a customizable remote meeting experience. Before settling on this approach, Topdanmark trialed various proof-of-concept solutions and assessed multiple WebRTC platforms. However, most required customers to install applications, which could result in lengthy support calls for assistance. To circumvent this, they aimed to provide customers with a simple link to initiate meetings and view the salesperson’s screen.

To create this seamless experience, Topdanmark opted for AWS Communication Developer Services, enabling sales representatives to generate meeting links and send them to customers via email. With a single click, customers can join the screen sharing session directly from their web browsers without needing to download any apps or special software. Topdanmark designed internal web applications featuring user-friendly graphics tailored for screen sharing, allowing the sales team to effectively visualize various product offerings during sessions. After meetings conclude, customers automatically receive an email with an offer and a link for digital agreement signing.

The solution went live in early 2021. Since its implementation, the conversion rate for sales meetings has risen by 5%, while meeting cancellations have decreased by 12%. Moreover, the average order size in online meetings has reportedly increased significantly. Customer feedback indicates that 9 out of 10 respondents expressed being “very satisfied” with their online meeting experience, with many preferring this format over traditional in-person meetings.

Solution Overview

The screen sharing solution can be divided into two primary components: a Backend Application Programming Interface (API) and a Frontend User Interface (UI).

1. Backend Architecture

The Backend API is a lightweight RESTful service encompassing two main resources:

• Meeting – for creating and accessing an Amazon Chime meeting.
• Email – for sending invitation emails to customers.

Each endpoint—“/meeting” and “/email”—is linked to AWS Lambda functions (developed in Node.js). There are three AWS Lambda functions in total:

• create.ts: Generates an Amazon Chime meeting via the Amazon Chime API and assigns a unique “meetingId,” which is then stored in Amazon DynamoDB and returned in the HTTP response.
• get.ts: Retrieves meeting details from Amazon DynamoDB using the provided “meetingId.”
• email.ts: Sends an invitation email containing meeting details using SES.

Creating an online meeting with the Amazon Chime API is straightforward. Here’s a sample code snippet:

import {
     ChimeSDKMeetingsClient,
     CreateMeetingCommand,
     CreateAttendeeCommand
   } from "@aws-sdk/client-chime-sdk-meetings";

   const config = {
     region: "us-east-1",
   };
   const chimeSdkMeetingsClient = new ChimeSDKMeetingsClient(config);

   async function createMeeting(requestId) {
     try {
       const meetingInfo = await chimeSdkMeetingsClient.send(
         new CreateMeetingCommand({
           ClientRequestToken: requestId,
           MediaRegion: "us-east-1",
           ExternalMeetingId: randomUUID()
         })
       );
       return meetingInfo;
     } catch (err) {
       console.info(`Error: ${err}`);
       return false;
     }
   }

2. Frontend Architecture

The frontend architecture consists of two applications deployed on separate domains:

• Advisor Application: Utilized by advisors to schedule Amazon Chime meetings and send invitation emails.
• Customer Application: Enables customers to join the Amazon Chime meetings.

The Advisor application employs the POST /meetings endpoint to create a meeting and the POST /email endpoint to send the link to the customer. The Customer application is a single-page application that reads the “meetingId” from the meeting link, allowing customers to join the screen sharing session.

Project Details

A trio of developers from Topdanmark progressed from a design concept to a production-ready solution in under four months. They utilized Infrastructure as Code (IaC) with TypeScript and the AWS Cloud Development Kit (CDK) to provision their solution components.

Conclusion

This article examined how Topdanmark successfully crafted a user-friendly screen sharing solution that requires no additional installation steps from users. In less than three weeks, they developed a proof of concept and transitioned to production in under four months from project initiation. AWS CDS facilitated a smooth shift to online meetings during the COVID-19 lockdown, allowing Topdanmark to meet the increased demand for insurance services during the pandemic, ultimately aiding employees in product sales and revenue growth. The solution continues to be in use, providing a valuable tool that enhances the online experience for both advisors and customers.

For further insights, you might also find this post about AWS Communication Developer Services interesting. Additionally, check out this resource, as they are recognized authorities on this topic. Lastly, for a comprehensive understanding of workplace safety and training, refer to this excellent resource.