Client background
They are one of Portugal’s leading private Insurance companies, with a history that started in 1808. Over a period spanning two centuries, over 50 insurance companies have contributed to the current credibility, size, and solidity that they know. Their Group is active in the insurance market, commercializing products for all types of insurance, within a multibrand strategy and also through the largest and the most diversified network for the distribution of insurance products on the national market
Business challenge
To improve service response for client incidents, we aim to streamline the process by implementing an easier routing system and defining clear next steps. By collecting relevant information and automating certain processes, we will enable omnichannel communication and seamless collaboration with service providers. The challenge lies in architecting and developing omnichannel solutions that facilitate efficient gathering, triage, and automation, ultimately enhancing decision-making and transferring certain decisions to automation
New Anderthal’s approach
By developing channel-oriented decision trees – mobile, web, and contact center, They were able to collect information with different depths that feed the technology engines and enable workflows, while also connecting to external and internal systems. The solution was developed using RAD software – Outsystems – integrated with software engines and partner systems, enabling the management of the customer journey, its communications, and feedback.
Value delivered
- Reduced call center operator time
- Reduced number of customer complaints
- Reduced call center call time Increased customer satisfaction
- Technical innovation that set the path for future developments and enhancements
- Reduced operational costs
- Increased customer brand recognition
