Enhancing agent-based customer relationships by integrating multichannel digital interaction was a cultural shift and technological challenge for UnipolSai. Before, we supported one type of user, the agent, and now we've added our clients, the marketing staff and contact center employees.

—Franco Rigamonti,Manager of Innovation and Software Architecture,UnipolSai

Business Challenge story

After Italian lawmakers passed the Insurance Deregulation Act in 2013, UnipolSai Assicurazioni S.p.A had the impetus it needed to move forward quickly on its strategic plan to engage clients through multichannel digital experiences.

Transformation

UnipolSai deployed a new customer portal and agent portal built on the IBM Customer Experience Suite solution to offer targeted online information based on user profiles.

Benefits

UnipolSai expects to better support its clients with self-service options and grow the business by funneling to agents the insights gleaned from multichannel, multibrand sources.

Solution Category

  • Middleware
  • Social Business
  • Watson Customer Engagement
  • IBM Hybrid Cloud
  • Solution Components

    • FSS: Insurance - Front Office - Data & Analytics
    • FSS: Insurance - Front Office - Distribution Channel Management
    • FSS: Insurance - Front Office - Sales & Customer Service
    • IBM Customer Experience Suite
    • Rational Application Developer
    • Rational Team Concert
    • Web Experience Factory
    • WebSphere Application Server