How we helped a major insurance company automate 70% of operational demands for car insurance
Project objective
Map the main gaps in the policy issuance process to identify improvement opportunities to offer more autonomy to the customer
What we did
01. Strategic immersion
Based on quantitative and qualitative research, we identified more than 80 pain points and potential opportunities in the insurance process.
02. Voice of the customer
We placed the voice of the customer as a strategic factor of the project. We mapped all the pain points customers have in the process.
03. Co-creation of solutions
With the pain points and opportunities mapped and prioritized, we co-created solutions together with the business areas.
04. Validation with customers
We selected a few strategic customer profiles to validate the solutions and gather improvement points to ensure quality in the delivery.
Some of
our deliverables
Key
Results
- Backlog of solutions that will automate 70% of operational demands;
- Reduction of operational costs;
- Better experience for insurance brokers' customers.
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