Staying for many years at the forefront of insurers in Poland in terms of written premiums, UNIQA has early on implemented a portal comprehensively support-ing sales processes. In the past, the insurer’s main goal was to provide its network of agents with an efficient, browser-accessible solution facilitating insurance product sales. Following the trends in the insurance market, UNIQA has quickly focused on individual cus-tomer approach by taking their needs into account as well as on the potential of tools supporting customer retention and optimal management of product offer-ings (cross-selling).
Thus, the company decided to extend the existing IT infrastructure with additional customer communication channels, expand the customer knowledge base and implement tools to shorten time of sales and after-sales service. The overriding objective was to increase both customer loyalty and written premi-ums. Comarch was selected to achieve this objective, as from UNIQA’s standpoint it presented the most interesting offer of expanding the existing portal.
Starting the implementation of the second-generation Sales Service Portal in 2013, we realized it was not only a substantial challenge in terms of meeting the business needs of UNIQA’s agent network, but also a huge organizational and logistics effort for all distributed teams from Łódź, Kraków and Gdańsk engaged in the project. Moreover, during the project, UNIQA’s team realized their own implementations, periodically synchronizing insurance product changes with new features of the portal. This was possible thanks to the application’s modular design, solidly-designed API and flexible ecosystem shared by Comarch and based on Java, JBoss and Oracle technologies used by both our developers and UNIQA’s implementation team. Implementing the new solution, we focused not only on improving business processes related to the insurance activity, like customer profiling, product sales or sales network management. We also created a basis for the future development of the platform in terms of mobility as well as support for and automation of the insurer’s other business processes, not just the sales ones.
Tomasz Arciszewski
Project Manager and Director of Comarch’s production center
The solution offered and implemented by Comarch provides UNIQA’s sales force with a functionality covering all major business areas necessary for the sales process realization – full customer profile, multichannel history of their interactions with the insurer, current information on their nonlife and life policies, recent statuses of filed claims and related payments, as well as support for marketing campaigns.
Moreover, it pro-vides agents with efficient analysis of customer needs, access to their documentation and quick execution of quoting and issuing policy processes, providing the possibility of customer online payment or automatic cash settlement with the agent via online channels.
Support for underwriting processes and management of filed claims via the Contact Center module are equally important elements of the implemented solution. The new platform standardizes and streamlines the flow of information between the employees of a call center, back-office and sales network, shorten-ing customer waiting time for the insurer’s decisions.
The implemented solution builds upon the concept of a comprehensive front-end for insurance agents – Comarch Insurance Agent Essentials which integrates data from all major insurance company systems and automates key insurance business processes.
