Case Study: UnipolSai Assicurazioni boosts multichannel digital customer service with IBM Customer Experience Suite

UnipolSai Assicurazioni S.p.A - Customer Case Study

UnipolSai Assicurazioni S.p.A, a large Italian insurer, faced a challenge in 2013 when new national legislation required them to provide customers with direct digital access to their policy information. This mandate provided the impetus for their strategic goal to establish integrated multichannel digital relationships. To achieve this, they partnered with vendor IBM and its IBM Business Partners to implement a solution based on the IBM Customer Experience Suite.

The IBM solution involved deploying new customer and agent portals to offer targeted online information based on user profiles. This allowed UnipolSai to better support clients with self-service options and to personalize content for agents. The project teams successfully migrated approximately 10,000 documents to the new system. As a result, UnipolSai expects to grow its business by funneling valuable customer insights gleaned from these multichannel sources directly to its agents.

UnipolSai Assicurazioni S.p.A

Franco Rigamonti

Manager of Innovation and Software Architecture