Bonita drastically reduces customer response time and improves SLA indicators

CONTEXT AND CHALLENGES

Insignia Life is an insurance company specialized in life insurance with a long trajectory since its foundation in 2005. Insignia faced significant operational challenges. These included delays in customer service, the absence of a real-time monitoring system for work orders, and the need to improve SLA indicators. In short, the company aimed to improve operational efficiency and service quality.

• Delays in customer response.
• Lack of a real-time monitoring system for work orders.
• Failure to meet SLA indicators.

‍

THE CHOICE OF BONITA

The solution chosen by Insignia Life to address these challenges was the implementation of the Bonita platform. This involved the reengineering of 14 types of processes across the organization, ranging from policy issuance to claims management and agent administration.

Bonita became the central engine orchestrating the entire Insignia Life ecosystem, including core systems, mobile applications, web portals, services, and business intelligence. With this solution, the company aimed to enhance the efficiency of its operations and the quality of its customer service.

We highlight the key role of our partner in Mexico, Soa Software Factory. Thanks to their close and expert collaboration, the implementation of Bonita became a successful reality. Their expertise and commitment were essential to achieving maximum efficiency.

‍

RESULTS

• Reduction in customer response time: from 5 days to 1 day.
• Improvement in SLA indicators: SLA targets are now consistently met, ensuring more efficient and predictable service.
• Process optimization: 6 key processes in the company’s operations have been improved, leading to time and resource savings.
• Case highlight – Claims process: Before implementation, filing a claim and receiving an insurance payout took 3 weeks. Today, it takes 72 hours.
• Increase in processing capacity: The company’s capacity for handling work orders increased significantly, from 900 to 3,700 monthly orders.

‍

The success of the project with Bonita at Insignia Life translates into tangible results: a drastic reduction in customer response time, a substantial improvement in SLA indicators, the optimization of key processes, and a significant increase in work order processing capacity. Bonita has proven to be an essential ally in Insignia Life’s digital transformation.”
Hagen FritzCIO, Insignia Life