ecom.software

BACKGROUND

Please describe your company and position.

I am the Board Member of CUK Ubezpieczenia Sp. z o.o.

Describe what your company does in a single sentence.

We are leading multiagency in the Polish insurance market. Established in 2001, we offer a wide range of insurance products: car, vehicle, property, life, travel, business and agricultural insurance. Offering products from over 30 insurance companies, we have more than 500 locations across Poland and provide multichannel distribution, including direct sales.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ecom.software to accomplish?

• To handle payments efficiently - integrating online payment options like PayU and supporting installment payments for customer convenience.
• To manage IT infrastructure - providing application and cloud service management, focusing on maintaining a hybrid environment in Azure.
• To find a reliable partner - partnering with ecom for digital transformation and ongoing technological needs was critical for our business strategy, providing a wide array of solutions.
• To build an omnichannel multiagency platform for agents and clients - establishing a leadership position in the market.
• To optimize sales channels - enhancing direct, agency, and remote sales through calculators, quick comparison tools, and customized links that meet specific requirements for agents and customers.
• To streamline customer service - automating renewals and implementing task modules for agents to manage daily tasks, along with client management features that take both client-centric and policy-centric approaches.
• To ensure regulatory compliance - meeting GDPR and other regulatory requirements through features like data anonymization and secure payment handling options.
• To enable mobile accessibility - offering mobile apps for both agents and customers for better communication, policy management, and service experience.
• To facilitate cross-selling - implementing modules to support cross-selling, including features that allow issuing multiple policies with a single click.
• To enhance security - implementing advanced security measures including Endpoint Detection and Response on workstations and servers, along with software licensing to support these efforts.

SOLUTION

How did you find ecom.software?

Referral

Why did you select ecom.software over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from ecom.software were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Partnering with ecom for digital transformation and ongoing technological needs was critical for our business strategy. The longstanding, multi-year relationship has been built on mutual trust and shared objectives, as ecom serves as our main technology partner. Together, we have worked on a variety of projects, both large and small, that contribute to our omnichannel presence.

Key deliverables:

1. Agency system development and maintenance:
   • WebCUK
     • developed and maintained a comprehensive agency system featuring multiple insurance calculators such as car, bicycle, property, travel, and life insurance
     • enabled integration with over 30 insurance companies for a wider portfolio
     • included quick product comparisons with transactional pricing for a user-friendly experience
2. Direct sales tools:
   • CUK.pl
     • implemented advanced calculators for direct sales in various insurance sectors
     • introduced a mobile application to enhance the features of CUK Assistance
3. Sales tools and widgets
   • rolled out a "Client Finishes the Transaction" feature for remote sales, allowing agents to send pre-calculated quotes to clients
   • introduced individualized agent links for personal online sales channel promotion
   • added a cross-selling module for issuing multiple policies with a single click
4. Customer service and post-sales processes automation
   • designed a “Task Module” to assist agents in daily operations and sales planning
   • automated policy renewals to streamline agents' workflow while retaining commissions
   • designed Customer Service Module conducting Customer Needs Analysis (APK) and gathering marketing consents
   • implemented a customer-centric approach (presentation and ability to edit all known information about the client, including policies, calculations, post-sales documents, amendments, and reminders about all possible actions that the agent can take at a given moment for the client)
   • implemented a policy-centric approach (policy file - presentation of policy data, registering the acceptance of installment payments, document generation, attachments such as the policy, AC photos, and others)
   • introduced security processes and data anonymization for compliance
5. Mobile app for agents:
   • SmartCUK
     • launched a mobile application for agents on iOS and Android
     • featured functionalities like policy scan reconciliation, remote AC inspections, and AZTEC scanning
6. Customer app
   • launched a mobile application for clients on iOS and Android
   • featured features like adding policies from other providers, notifying users about policy expiration, and providing an interface for filing claims
7. Client zone
   • enabled a secure login feature for clients to access vital information including policy details, payment schedules, associated documents, and contact details of their designated CUK agent
8. OmniCUK
   • integrated an Omnichannel system to unify all sales channels, offering a seamless sales process for both agents and clients
9. Cashless and installment payments
   • integrated online payments through PayU
   • included QR code payments via TubaPay
   • supported installment payments through Drobna Ratka
10. CUK Video Advisor
    • deeveloped a video consultation system with a custom Microsoft Teams plugin for secure and recorded agent-client meetings
11. IT & Support services
    • provided comprehensive application and cloud service management, including 2nd and 3rd line support
    • supplied over 1500 paid Microsoft licenses
    • monitored Azure infrastructure

By consistently focusing on innovation and user experience, the above key deliverables have been successfully implemented in our long-term collaboration with ecom. It led to a satisfactory ROI and fortifying our business processes. This collaboration enables us to set industry trends and consistently meet our organizational goals. We look forward to continuing this rewarding partnership for years to come.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Reduced time-to-market for new features, increased lead conversion rate, improved system reliability, accelerating user growth rate, elevated agent satisfaction levels, significant revenue enhancement, expanded automated processes, heightened operational efficiency, surging customer engagement metrics, favorable return on investment (ROI), and a marked rise in premium contributions.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Very good. Excellent, I’d say. They consistently deliver items on time, often exceeding expectations by completing tasks ahead of schedule. Their approach is agile, adaptable, and customer-focused, ensuring that they are always aligned with our evolving business needs and priorities. Whether it's a major system overhaul or a minor functionality tweak, they are quick to understand the objective and implement a solution.

They also incorporate regular meetings. These sessions serve multiple purposes: they keep us fully informed about the current status of the project, allow for real-time adjustments, and provide an opportunity for transparent and open communication. This ensures that we are always up-to-date and can make informed decisions promptly.

What was your primary form of communication with ecom.software?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What truly distinguishes this company is their dedication to in-person engagement and their deep understanding of business needs and market dynamics. They understand not just the technical, but also the strategic aspects of our needs. Their focus on delivering real value makes them more than just a service provider; they are a true business partner.

Are there any areas for improvement or something ecom.software could have done differently?

No, everything is perfect.

BACKGROUND

Please describe your company and position.

I am the Office Manager of Diamond Finance Sp. z o.o.

Describe what your company does in a single sentence.

Our company provides comprehensive insurance services. We offer a wide range of products from over 40 different insurers, including car, property, health, school, travel, business, agricultural, and group policies

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ecom.software to accomplish?

• To boost the efficiency of sales and customer services for Diamond Finance Insurance agents through the implementation of new software
• To integrate our new system (via API) with various insurance companies, allowing us to effectively compare and offer.
• To help our agents with everyday work by introducing new tools that support digitalization and automation
• To create a sales tool dedicated for our custom open-group life insurance policies, enabling more personalized and flexible insurance solutions.

SOLUTION

How did you find ecom.software?

Referral

Why did you select ecom.software over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me

How many teammates from ecom.software were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Our primary aim was to find trusted IT specialists experienced in creating systems specifically designed for insurance multi-agencies. We needed someone who could understand our business-unique requirements and deliver a solution that was both efficient and scalable. The cornerstone of this project was designing and building our new custom software system, DFS24. A major aspect of the work involved integrating our new system with insurance providers through APIs. 

This was a multi-step process that included data mapping, testing, and validation to ensure a smooth and secure data interchange. One crucial feature of our DFS24 system is its ability to provide consistent transactional rates. This ensures that the price our agents see in the comparison is the price they can actually offer to customers, maintaining consistency and transparency. 

The architecture of the system was designed to be modular and scalable, which allows us to add more features and accommodate an increasing number of users without compromising on performance or security. An additional feature we implemented was the creation of an open-group life insurance calculator. This tool allows our agents to offer personalized and flexible insurance solutions to a broader audience. 

Thanks to this collaboration, we have succeeded in creating an environment of innovative and user-friendly solutions for our agents, enabling them to optimize their work effectively. The digital transformation has been a success.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The project had several measurable outcomes that underscore its success. The custom software we developed together has been successfully implemented, automating our workflows and elevating the quality of customer service. Our mission has always been to create an environment of innovative and user-friendly solutions for our agents to optimize their work, and this project serves as a prime example of that. 

Upon the platform's launch, we noticed a direct impact on agent satisfaction and productivity, confirming that our investment was well-placed and effective. The implementation of the new system has also affected the interest of new agents in our network. The tools provided by ecom have contributed to an increase in new employees joining the company.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They tailored their project management to our needs, with their Product Owner fostering a strong sense of trust. Using agile and Scrum, they kept the project flexible and on track. Communication was smooth through Teams calls, emails, and direct phone lines. The team was adaptable and we experienced no issues with miscommunication or project delays. Overall, they met our expectations effectively.

What was your primary form of communication with ecom.software?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I`m impressed by their know-how both in the insurance market and technology. They excel at translating our business needs into a well-defined backlog and system functionalities, integrating them seamlessly into our bussines processes. What I also find exceptional is how collaborative the team is; they make it effortless to work together. Having a level of control and being actively onvolved in the project has been very rewarding for me.

Are there any areas for improvement or something ecom.software could have done differently?

None that I can think of.

BACKGROUND

Please describe your company and position.

I am the Project Manager of Grupa ANG S.A.

Describe what your company does in a single sentence.

We are a Poland-wide, employee-owned financial brokerage company specializing in insurance, mortgage and personal loans as well as business consulting services, distinguished by our commitment to responsible sales and ethical intermediation, with a zero-tolerance policy for misselling.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ecom.software to accomplish?

• Our aim was to design and implement intuitive sales tools for both car and property insurance that are tailored to our clients’ and agents’ needs.
• We tasked ecom with developing a dedicated mobile app, integrated with our ANG Mustang System, to streamline the collection, processing, and management of client data.
• We aimed to integrate with multiple insurance companies APIs to offer a broad range of products, thereby enabling our agents to customize insurance packages.
• One of our objectives was to facilitate remote car insurance sales, allowing clients to finalize transactions via online payments.
• Ensuring seamless communication and data flow was a priority, accomplished through the integration with our existing ANG Mustang system. We wanted to simplify calculations and automate processes. A key goal was to make the handling of leads and contract renewals more efficient, thereby saving time and increasing productivity.

SOLUTION

How did you find ecom.software?

Referral

Why did you select ecom.software over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from ecom.software were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We hired ecom on a recommendation, with the primary aim of developing new sales tools that would automate the work of our agents and elevate the quality of our services. A critical component of this project was the seamless integration of these new functionalities into our proprietary ANG Mustang system. While ecom assisted us in a business context, aligning their work with our existing processes, their primary contribution was in delivering technology tailored to our specific needs.

1. Car insurance sales tool - comprehensive tool designed for calculating, comparing, offering, and selling car insurance. 
2. Property insurance calculator - this tool facilitates the calculation, comparison, offering, and selling of property insurance.
3. Remote car insurance sales - the implementation of this feature has opened up a new channel for customer service, enabling agents to offer and finalize car insurance deals remotely.
4. Mobile application for agents - the app serves as an additional tool for our agents' work. It has a dual purpose. First, it enables quick scanning of AZTEC codes to transfer vehicle data into the main sales tool. Second, it proves useful during damage assessments (AC inspections), where it allows a package of pictures to be effortlessly uploaded to the system with a single click.
5. Insurance companies APIs integrations - as a part of building the calculators, thanks to ecom we successfully integrated our systems with various insurance companies. This provides our agents the flexibility to tailor offerings based on diverse insurance products.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our collaboration with ecom was driven by specific goals aimed at streamlining agent workflows, elevating service quality, and integrating new functionalities into our existing ANG Mustang system. The measurable outcomes from the project are as follows:

1. Enriched product portfolio - we have successfully expanded our insurance portfolio to include new products from over 15 different insurance brands and types.
2. New sales tools integrated - two new agency calculators for car and property insurance have been seamlessly incorporated into our ANG Mustang system.
3. Remote sales implementation - most of the products we offer can now be sold remotely, aligning with current market needs and enhancing our sales channels.
4. Launch of mobile app for agents - we released a fully integrated mobile app for our agents, creating an additional, more versatile channel for sales and customer management.
5. New customer service channels - besides traditional methods, we've added new customer service channels, including remote sales capabilities, to meet our clients wherever they are.
6. Process automation – many our workflows have been automated, reducing manual tasks and increasing efficiency across the board.
7. Boosted agent productivity - the initiative has significantly increased our agents' productivity, thanks to the newly implemented tools and processes.

Each of these outcomes not only quantifies our project’s success but also validates our initial objectives, confirming that our investment in customized technology has yielded valuable returns.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Working in scrum methodology made the entire project extremely transparent and value-centric. Right from the start, we discussed our business needs, and ecom efficiently translated them into a planned backlog that we had consistent access to. A dedicated Product Owner and a specialized development team were assigned to our project, ensuring constant and quality oversight. We had regular review meetings where the completed tasks and functionalities were presented to us.

Our feedback and needs were always considered with utmost importance, making it a collaborative and adaptive process. All project activities were diligently tracked and reported in Jira. In terms of timelines, ecom demonstrated a high level of punctuality. They delivered items as per the planned sprints and were responsive in adjusting the backlog based on our evolving needs. Overall, their project management was exemplary, meeting our expectations both in terms of time and quality.

What was your primary form of communication with ecom.software?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What truly impressed us about ecom was their agile approach and industry knowledge. They provided the MVP and then quickly adapted to changes in project with strong focus on delivering true value.

Are there any areas for improvement or something ecom.software could have done differently?

We were very satisfied with ecom's performance and have no areas to suggest for improvement at this time.

BACKGROUND

Please describe your company and position.

I am the Sales Director of Ubezpieczenia od A do Z Sp. zo.o.

Describe what your company does in a single sentence.

Multiagencja Ubezpieczenia od A do Z is a multiagency insurance provider operating across all of Poland. We serve both individual clients and businesses, offering a range of insurance products including vehicle, property, life, health, and many more.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ecom.software to accomplish?

• To include a direct sales channel to our existing methods.
• Overall digitalization and automation of processes in our multiagency insurance company
• To obtain a reliable tech partner who develop a sales and service tools for everyday use across our agents network.
• To compare offers from multiple products without the need of using external systems.
• To improve customer service, our goal was to make the process faster for the customer and more convenient for the agent.

SOLUTION

How did you find ecom.software?

Referral

Why did you select ecom.software over others?

• High ratings
• Great culture fit
• Good value for cost
• Referred to me

How many teammates from ecom.software were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The scope of work included both the delivery of technological components and business support. Our collaboration started with business workshops aimed at understanding our needs and requirements. Subsequently, using an iterative approach, ecom's team developed prototypes that were tested and modified based on our feedback. As a result, we obtained tools for the daily operations of our sales network. Within the scope of work, we completed the following projects: 

• An agency system featuring: 
  • A car insurance calculator
  • A property calculator
  • A customer service module
  • A tasks module
  • An administrative module o A reports module
  • A mobile app for agents
  • A direct car insurance calculator
  • A customer zone

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Cooperation with ecom has contributed to the full digital transformation of our insurance multiagency. The projects we implemented resulted in a significant increase in the efficiency of our daily operations, as well as improved customer service. 

1. Process automation - thanks to new sales tools, 90% of calculations are now successfully completed in less than 2 minutes, effectively speeding up the customer service process. 
2. Process simplification - thanks to the implemented technological solutions, we have moved a significant part of the service and sales processes to one central location while significantly simplifying them. 
3. Increased engagement -we have observed an increase in the number of calculations performed by advisors and an increasing number of customers served through the system, which demonstrates the effective use of digital tools in the daily work of the sales network. 
4. Optimization of working time - the implementation of the solution resulted in a reduction of agents' working time on preparing the offer and serving the customer. 
5. Brand promotion - all materials and documents going out to the customer contain the identification Multiagencja UAZ, which strengthens our presence in the market and increases brand recognition. 

Our system is additionally a significant asset in attracting new associates to the sales network. With ecom's support, our organization has undergone a successful digital transformation. We have seen measurable benefits and positive results, both for our company and our customers.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management at ecom is centered around Scrum practices. We had a dedicated Product Owner and a development team. They focus on value-driven development, so there is a huge emphasis on valuable features in the right phase of the project. The specialists at ecom have extensive know-how in the insurance market, which suits our needs very well.

What was your primary form of communication with ecom.software?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their insurance market know-how is very impressive. An unique thing among IT developers. They know the processes in the insurance market, and can translate our needs into precise IT solutions. This is extremely rare, and very helpful.

Are there any areas for improvement or something ecom.software could have done differently?

No. The team showed great commitment and professionalism during the project. We are satisfied with both the results of the work and the process itself, which is based on regular iterations during which we discuss ongoing work and ideas for further cooperation.

BACKGROUND

Please describe your company and position.

I am the Chief Experience Officer of Trasti

Describe what your company does in a single sentence.

We provide car insurance.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ecom.software to accomplish?

• Software development

SOLUTION

How did you find ecom.software?

Referral

Why did you select ecom.software over others?

• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from ecom.software were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• DTC web application 
• FE app optimization 
• Tariff module Integration layer 
• GUI, UX design 
• MS Azzure management

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Implementation time, system performance, user increase

Describe their project management. Did they deliver items on time? How did they respond to your needs?

• Perfectly responsive. 
• Agile, scrum based. 
• Always on time. 
• Perfect communication. 
• Perfect quality.

What was your primary form of communication with ecom.software?

In-Person Meeting

What did you find most impressive or unique about this company?

I was impressed by their delivery time and quality.

Are there any areas for improvement or something ecom.software could have done differently?

No