Aviva iBOK/iKONTO
Portal for individual customers to purchase insurance and post-sales service
Client:
Aviva S.A.
Industry:
Insurance
Country:
Poland
Service:
Software devlopment
Client_
Our client was one of the largest insurance companies in Poland – Aviva. The Aviva brand no longer operates as an independent company on the Polish market, as it was acquired by Allianz in 2021 and has since become an integral part of the group.
Challenge_
Following the successful launch of the WebPortal system, which supported insurance sales processes within the Partner and Agent network and significantly contributed to increased sales of insurance products, Aviva invited us to collaborate again. This time in the area of insurance sales for individual customers. Aviva was looking for a way to stand out in the market, attract customers, and gain their loyalty. The wide range of insurance products offered on the market by competitors meant that the price of insurance alone was no longer a sufficient advantage to attract customers. Aviva faced the challenge of creating a solution that would distinguish them in the market and allow them to take a position among the leaders.
Project scope_
- Prototypes
- Analysis
- UX Design
- Data bus integration
- Payment integration
- Print system integration
- SSO
- RWD
- Liferay
- Oracle
Technologies_
- Liferay
- Java
- Spring
- Oracle
- Hibernate
Solution_
As a result of analyzing our client’s expectations and needs, we designed and implemented a solution that enables purchasing insurance without leaving home. We focused on the convenience of target customers, allowing them to purchase insurance at any time and from anywhere. All it takes is to reach for a device with internet access, select the necessary insurance parameters, make a payment, and enjoy Aviva’s insurance protection. Purchasing insurance has become convenient, fast, and simple. We also took care of post-sales service, providing individual customers with access to policy data and enabling them to make changes to the insurance product electronically.
On the Administrator side, we created functionalities to facilitate offer management and personalization. Aviva employees received, among others, the ability to manage products offered to logged-in and non-logged-in customers, embed Google Analytics and Adobe SiteCatalyst scripts (for individual fields, form pages, and partners), or embed tracking scripts in page code for event reporting and statistics creation.
The solution we implemented for individual customers increased the company’s competitiveness in the insurance market by launching online sales, which provided easier access to customers who can purchase insurance 24/7 without leaving home. Moreover, access to information and the ability to make changes on the spot simplified bureaucracy and communication with the insurer, increasing Aviva’s attractiveness.
Result_
As a result of implementing the above solutions, Aviva achieved measurable benefits in the form of:
- significant reduction in the number of manual corrections (implementation of electronic forms in which the system monitors data correctness)
- shortening of the process of processing policy change orders (data from electronic forms are immediately sent to Aviva systems and processed)
- reduction in the number of customer service inquiries (the system is intuitive and facilitates filling out applications or change orders; the customer has access to complete information about their policy and does not need to verify it)
- increased efficiency of customer service work (a BOK employee can log into the system as a customer and order a policy change on behalf of the customer, which facilitates assistance and speeds up service)
The implementation of the iBOK/iKONTO solution increased Aviva’s competitiveness in the market and individual customer satisfaction, bringing specific sales results.
Design_
