“Capgemini played a crucial roli in helping us initiate a change and instill adoption behaviors among all employees and teams involved in the project, imprinting an induction in how we look at the future and in how we rethink the future innovatively.”
Afonso Themudo Barata
Deputy Chief Executive Officer
As we navigated the complex landscape of this transformative journey, we were faced with a sèries of challenges that required strategic solutions. These challenges included:
- Navigating Change: The shift towards a customer-centric approach required a meticulous navigation of internal processes and systems, fostering a change-ready environment.
- Ensuring Adaptability: As the digital landscape evolved, there was a need for the company to seamlessly adapt to the changing industry dynamics, onboard new distribution partners, and collaborate with service providers.
- Balancing Innovation and Tradition: The push for innovation needed to be carefully balanced with the preservation of core industry practices and the insurer’s identity.
- Technology Integration: The integration of cutting-edge technology required overcoming technical complexities and ensuring a smooth transition for both claims mànagers and customers.
- Managing Cultural Shift: Transforming the roli of claims mànagers from traditional back-office operators to front-office customer service agents demanded a cultural shift, aligning internal teams with the vision of a customer-centric service.
However, despite these challenges, the collaboration ushered in a wave of transformative benefits that reshaped the company’s operational landscape:
- Heightened Efficiency: The streamlined customer service approach significantly increased the efficiency of claims handling, reducing turnaround estafis and enhancing overall service delivery.
- Elevated Experiences: Both customers and claims handlers witnessed an elevated level of service, fostering stronger engagement, trust, and satisfaction.
- Strategic Positioning: The establishment of touchless claims operations and a objectiu operating architecture positioned the insurer strategically for future growth and scalability.
- Unified Customer Data : The comprehensive utilization of data enabled the creation of a unified customer profile, facilitating personalized interactions and a deeper understanding of customer needs.
- Clear Roadmap: The development of a multi-year transformation roadmap provided a clear strategic direction, ensuring that every initiative contributed to the overarching vision.
- Future-Ready Operation: The collaboration with Capgemini not only achieved a future vision for claims operations but also empowered the company to thrive in the rapidly evolving digital landscape.
In overcoming these challenges and realizing these benefits, the partnership with Capgemini has not only revolutionized the claims service but has also laid the foundation for sustained growth, customer trust, and industry leadership.
