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Financial Insurance
The Challenge
In the insurance and financial services sector, customers primarily interact with the organization at sensitive moments: service, payments, and renewals.
In practice, critical information such as personal details, policies, payments, documents, inquiries, and statuses is spread across multiple systems, resulting in a confusing and fragmented customer experience.
This complexity stems from a decentralized system ecosystem, where each system holds a different part of the information.
The main challenge was to create:
• A clear and unified service experience for the customer
• The ability to communicate with customers in a consistent and accurate manner
• Continuity throughout the year, especially at sensitive touchpoints such as renewals and payments
The Objective
Creating a continuous, clear, and consistent customer service experience throughout the year by connecting existing systems, leveraging organizational data, and building an automated customer journey that reduces confusion, saves operational time, and enables precise, timely communication at the most critical touchpoints.
Business Impact
A clear and continuous customer service experience, with timely and personalized communication throughout the year.
Significant operational time savings and reduced reliance on manual work and cross-team coordination.
Better utilization of existing data to create more efficient and accurate service processes.
A solid operational foundation that enables the organization to manage service, renewals, and customer communication in a structured, consistent, and scalable manner.
Our Approach
Instead of replacing systems or “reinventing” the data, we built on the existing data, which is very rich and created an integration layer between the different systems.
The approach was to:
• Connect the existing data sources
• Create the most continuous and holistic customer view possible
• Use data to drive processes, not just to store information
The focus was on connecting data, processes, and the customer experience.
What We Did
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We connected the various systems used by the insurance company.
We created an onboarding process that consolidates information from multiple sources.
We built an automated customer journey that starts from the moment the documents are signed. -
The journey accompanies the customer throughout the year and includes key touchpoints:
• Payment
• One month after joining
• Eleven months ahead of the annual meeting
• The customer’s birthday -
The entire journey is triggered automatically from the moment the lead enters the system (Smoove).
Customer communication is delivered through multiple marketing channels.
The Outcome
A connected infrastructure that integrates the insurance company’s various systems,
along with an automated and continuous customer journey throughout the year.
The integrations between systems reduced manual work, saved time, minimized involvement from multiple stakeholders across the organization, and enabled simpler and more efficient operational processes.
In parallel, a customer journey was built that begins at the moment of signing and accompanies the customer at key touchpoints, leveraging existing data.