Custom Software Dev & Support for Insurance Company
- Custom Software Development Mobile App Development Web Development
- Sep. 2016 - Ongoing
- Willing to Refer
"Their focus on delivering real value makes them more than just a service provider; they are a true business partner."
- Financial services
- Torun, Poland
- 501-1,000 Employees
- Online Review
ecom.software has been the digital transformation partner of an insurance company for many years, being responsible for the development and maintenance of the client's agency systems, apps, and sales tools.
Thanks to ecom.software, the client has reduced the time-to-market for new product features, increased their lead conversion rate, and improved their system's reliability, driving significant revenue and user satisfaction. ecom.software delivers on time and is agile, dedicated, and customer-focused.
The client submitted this review online.
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.
How did you find ecom.software?
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?
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.
- Agency system development and maintenance:
- 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
- Direct sales tools:
- implemented advanced calculators for direct sales in various insurance sectors
- introduced a mobile application to enhance the features of CUK Assistance
- 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
- 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
- Mobile app for agents:
- launched a mobile application for agents on iOS and Android
- featured functionalities like policy scan reconciliation, remote AC inspections, and AZTEC scanning
- 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
- 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
- integrated an Omnichannel system to unify all sales channels, offering a seamless sales process for both agents and clients
- Cashless and installment payments
- integrated online payments through PayU
- included QR code payments via TubaPay
- supported installment payments through Drobna Ratka
- CUK Video Advisor
- deeveloped a video consultation system with a custom Microsoft Teams plugin for secure and recorded agent-client meetings
- 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.
Service & Deliverables
On time / deadlines
Value / within estimates
Willing to Refer5.0
"I especially recommend ecom for highly regulated industries (finances and insurance)