Case Study: UnipolSai Assicurazioni achieves multichannel digital customer service with IBM Social Business

IBM Customer Experience Suite solution supports multichannel digital relationships with clients

UnipolSai Assicurazioni, one of Italy’s largest insurers, needed to rapidly adapt to new deregulation rules requiring customers to access their own policy, claims, and payment information online. To support this shift to multichannel digital relationships, the company worked with IBM Social Business and the IBM Customer Experience Suite to modernize how it serves both clients and agents.

IBM Social Business helped UnipolSai deploy separate customer and agent portals built on IBM Customer Experience Suite, including WebSphere Portal and Web Content Manager, to deliver targeted content and self-service access based on user profiles. The project moved about 10,000 documents into the new repository, which grew 20% to roughly 12,000 documents, and the customer portal was delivered in less than six months, improving agent support and enabling more personalized digital service.

UnipolSai Assicurazioni

Franco Rigamonti

Manager of Innovation and Software Architecture