Case Study: Hotela achieves up to 60% faster case management and 30% fewer documents with Bonitasoft

Hotela accelerates strategic and organizational transformation to better serve customers with Bonita

Hotela is a Swiss insurance company serving about 100,000 policyholders through 4,000 corporate clients, offering services from pension and survivors insurance to home nursing and accident coverage. Hotela needed to improve customer relationships and monitoring because clients were routed to different contacts depending on request type, making individual client follow-up difficult; to address this it engaged Bonitasoft and used the Bonita platform to redesign its organization around the customer experience.

Bonitasoft implemented an Event Management solution on Bonita: a customer extranet organized around 17 life events and an internal coordination tool to track event histories (often 2–3 years) and replace insurance-specific forms with concept-based ones. The change streamlined operations and 200 employees around the new model, reduced document volume by 30%, cut case-management time by 30–60%, and increased team effectiveness by 30%, with Bonitasoft’s Bonita now the backbone of Hotela’s organization.

Hotela

Gilbert Caillet-Bois

Chief Information Officer