Efficient service for consultants and customers
Orion Rechtsschutz-Versicherung AG, one of the largest legal protection insurers in Switzerland, has significantly reduced the burden on its underwriting department with the development of a new digital sales computer that supports the extensive processing of applications and offers. The optimized user experience and digital contract conclusion enable a modern, efficient service in consulting and at the same time raise the customer experience to a new level. Our colleagues at PTA IT-Beratung Schweiz, based in Zurich, are responsible for implementation and realization.
Thousands of applications across different media channels
With around 150 employees, Orion Rechtsschutz-Versicherung AG is the number 5 legal protection insurer in Switzerland with offices in Basel and Lausanne. Its new business is generated by its parent companies – Zurich Insurance Company Ltd and Vaudoise Insurance Holding Ltd – and a large number of distribution partners. This poses considerable challenges for the underwriting department in particular when it comes to processing applications and preparing offers. This is because Orion processes several thousand policies per year, with applications arriving via various media channels such as e-mail, mail, online and in diverse data formats.
Requirements profile for a powerful sales computer
Orion was already using a web-based sales computer, but over the years it no longer met the needs of the consultants. “The entire application process had media discontinuities and was not consistently digitized, user guidance was not self-explanatory, and support could be improved,” says Elke Seeliger, Project Manager Business Development at Orion, describing the initial situation. Orion then drew up a catalog of requirements that defined the functions and processes of a digital sales computer that would digitize and thus optimize the entire application process in the future. In this context, the Orion team came across the IT and process consultants at PTA Switzerland. Together, the managers analyzed the process flows from the login, through the creation of offers during the sales meeting, to the conclusion of the contract and its processing. This eventually led to the development of a clickable prototype by PTA’s IT consultants.
Intelligent digital workflows increase the quality of process flows…
The result is a new sales computer that simplifies the preparation of applications and the conclusion of contracts for customer advisors and reduces the workload for underwriters. Manual work steps have been replaced by an intelligent digital workflow, eliminating time-consuming correction loops, as the sales computer automatically validates all applications for completeness and provides Orion employees with a central overview of all applications and their processing status.
… and the end customers also benefit
The digital sales computer also opens up additional options for end customers, who are still advised in on-site appointments or by telephone. After a thorough review, customer advisors now provide their end customers with a ‘click-to-contract’ function and digital signature. This makes it easier for them to accept the insurance application, the exchange and dispatch of paper documents is reduced in this way, and the entire application process is accelerated.
On the cutting edge of digitization
The Orion sales computer relieves employees in their daily work and increases the efficiency and quality of processes. The data transfer from the systems of the sales partners makes a major contribution in terms of data quality and significantly simplifies the preparation of applications for customer advisors. The optimized user experience and digital contract conclusion enable a modern, efficient service in consulting and at the same time raise the customer experience to a new level.
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