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REVOLUTIONIZING CUSTOMER SERVICE AND OPERATIONAL EFFICIENCY

INDUSTRY

Financial Services

  
OUR ROLE

Digital

  
CLIENT

HDI

  

HDI INSURANCE

HDI Insurance is one of the leading companies in the auto, home, business, SGMM and specialty insurance sectors in Mexico, with an international presence and belonging to the Talanx group. Since its founding in 1943, the company has focused its efforts on technological innovation and, above all, on customer service. For HDI Seguros, people are the key to its success, both its policyholders and its more than 1,500 employees.

HDI Insurance and London Consulting Group worked together to digitally transform the company to improve customer service and operational efficiency, resulting in solutions implemented to optimize internal processes and customer satisfaction.

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CHALLENGE

IMPROVING THE EXPERIENCE OF AGENTS AND POLICYHOLDERS DURING THE FLEET CONTRACTING PROCESS

HDI Insurance sought to improve the customer experience in the contracting process by improving response times and the level of service in the contracting of policies while enabling operational excellence to its work team.

OBSTACLES

  • Transparency and visibility of end-to-end processing data.
  • Work was being carried out in silos.
  • Lack of homologation in business acceptance criteria.
  • Disconnection between the commercial team and the underwriting team in terms of information and follow-up.
  • Lack of digital tools for application entry.

As the project progressed, HDI Insurance embarked on a transformational journey with London Consulting Group to redefine the landscape through efficient operations, strengthen their leadership and implemented a culture of continuous improvement.

OBJETIVES

BE THE SAFE OPTION FOR AGENTS TO DO BUSINESS WITH

HDI Insurance, in collaboration with London Consulting Group, set out a series of objectives to improve operational excellence, user and employee experience.

  • Facilitate the entry of requests through digital tools.
  • Increase the level of service, reducing response times for the delivery of quotations.
  • Have end-to-end visibility of the contracting process in real-time.
  • Standardize the data in each of the areas under the same criteria.
IMPLEMENTATION

BUILDING A DATA INFRASTRUCTURE: THE FOUNDATION FOR CUSTOMER SERVICE EXCELLENCE

DATA ARCHITECTURE AND DATA WAREHOUSE

  • Centralization and consolidation of data from different sources in Data Warehouse.
  • Flow redesign for seamless integration between systems.

BUSINESS INTELLIGENCE AND ANALYTICS

  • Development of strategic, tactical and operational KPI's dashboards in Power BI.
  • Real-time data visualization for decision-making.
  • Implementation of a front end for the entry of requests with the necessary information through automation and artificial intelligence.

OPERATIONAL PROCESSES AND CUSTOMER SERVICE

  • Optimization of quotation and issuance processes, reducing rejections and bounces of its services.
  • Implementation of the SCRUMs methodology in the underwriting and commercial area, ensuring the continuous flow of the pipeline of pending procedures, ensuring service levels and increasing the productivity of the teams.
  • Attention cells by type of request allowing for greater focus and a better level of service.
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RESULTS

ACHIEVING OPERATIONAL EXCELLENCE

HDI Insurance in collaboration with London Consulting Group built a solid foundation to maintain a good data structure and provide quality customer service.

Data Analytics

  • HDI Insurance achieved the centralization and updating of data to achieve data quality and accessibility.
  • Control panels were implemented to monitor and manage KPIs at different levels (strategic, tactical and operational).

Operations and Customer Service

  • Reduced quotation times by 79% thanks to data flow optimization.
  • Achieved a 205% improvement in productivity for fleet underwriting.
  • Reduced returned paperwork by 24%.
  • Increased conversion of quotes to issued policies by 13%.

These results are a clear example of the power of data-driven operational excellence, bringing with it improved information management and the ability to provide excellent customer service to its policyholders.

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TESTIMONIALS

WHAT OUR CLIENTS SAY

"The new processes implemented were accompanied by digital tools, automation and a new way of managing teams in an agile way. Data integration has allowed us to have end-to-end visibility throughout our customers' journey."

-Juan Ignacio González Gómez,
CEO, HDI Insurance

INNOVATE IN YOUR MANAGEMENT AND OFFER THE BEST SERVICE TO YOUR CUSTOMER

For more information on how London Consulting Group can help your company achieve similar results, contact us today.