Developing a new contact channel

Boston Seguros (Insurance)

Background

Boston Seguros is one of the top players for the insurance business in Argentina, serving uninterrupted since 1923. Boston is among the leader companies for the automotive insurance and continuous innovation is core for their value proposition. 

With adoption of new technologies by their policyholders (greater smartphone adoption and growing 4G coverage in Argentina), there is a new need for new means of contact: A new channel of communication would bring additional convenience for the clients, but the biggest changes would imply easiest ways to report incidents, request assistance, make payments and retrieving payment slips.

Challenge

  • Giving the client the option to request for assistance or report incidents, reducing delay times when calling the contact center.   
  • Being able to follow-up reported incidents and paperworks. 
  • Merging payment facilities, simplifying the collecting of the insurance and payment slips. 
  • Offering a new contact channel to work seamlessly to current ones (contact center and premises). 

Solution Provided

Taking in account the age ranges of final users, we developed an intuitive mobile app which changed how the policyholders interacted with Boston Seguros.

It was a no fuzzle, easy to use mobile app that offered    

Store rating

Installs

%

Load time decrease in other channels

%

Improve in contact center productivity

Creating a new contact channel

The goal for the development of Boston’s app was to create new and meaningful ways for policyholders to get in touch with their insurance company. 

The whole app was developed in two main stages, each one year apart from the other. 

The first stage implied the development of core features, along with the management of policies information. During the second and final stage, payment options were added.

Easy access to policies and payments details  

Among the most requested features were the access to the public liability card (which is mandatory for every car in Argentina and it might be requested by authorities), the payment slips and the option to in-app insurance payments.

 

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