Self-Management Platform Redesign for Insurance Company
- Custom Software Development
- Confidential
- Jan. - Dec. 2021
- Quality
- 5.0
- Schedule
- 5.0
- Cost
- 4.0
- Willing to Refer
- 5.0
"IncluIT promoted the inclusion and evolution of agility in IT projects, which had been difficult to implement."
- Financial services
- Argentina
- 1,001-5,000 Employees
- Online Review
- Verified
An insurance company hired IncluIT to redesign their self-management platform. They added new features, solved existing issues, optimized the UI/UX, and tightened all security layers, among other things.
The new platform IncluIT redesigned improved the client's agility in delivering services in a short time frame. The insurance company's customers also expressed their positive feedback, recognizing the improvement in usability and the effectiveness of the new features. Overall, they were satisfied.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
Grupo Sancor Seguros has been in the market for 76 years and is an economic group that manages 27 companies in Argentina, Brazil, Uruguay, and Paraguay.
In our main operation in Argentina, we have been the most important insurance company in the country for several years, being in 1st place in the production ranking as well as having the recognition of our commercial network as being the best insurance company in the country in terms of solvency, transparency, and honesty.
We operate in all branches of property insurance, people, health, and work risks. We have a digital bank called Banco del Sol and many other companies.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire IncluIT, and what were your goals?
The largest company in the Sancor Seguros Group, which contributes approximately 53% of insurance premiums, is called Prevention ART. It is the main ART in Argentina with a market share of 20% of the market, double that of those who support us in the ranking.
For many years, ART has been a pioneer in the relationship with clients and companies through self-management. The said self-management is more than 10 years old and required an update and complete restyling.
Since it is one of the critical mission systems for ART, we needed to go through a very challenging process with a strategic partner that can accompany us, understand us, comply and add value from technology and industry knowledge. Moreover, the partner should adapt to our needs, and accompany us on a new path, showing us the way through empathy and permanent dialogue. They should also be willing to continue to accompany us in the future.
SOLUTION
How did you select this vendor and what were the deciding factors?
After an extensive decision process, wherein the main national and international technology providers participated, where much of our responsibility was to understand the dimension of the solution that we wanted to develop, we decided on IncluIT for many reasons that were key factors:
- They did not come to sell us professional services and then understand the problem, but rather they came to listen to us, to understand our needs, also to listen to the inconsistencies that they showed us with great patience and respect to rethink.
- They proposed us a work methodology in total coherence with our needs, which despite being disruptive for us, they dedicated the necessary time to show us that it would be the one that best suits our needs and the best to deliver the results we expected.
- They were always very present, and open to co-create with us.
- They presented a team of professionals who were able to attend to each query from all of our internal IT specialists, and convey confidence in each layer of the solution that required specific knowledge and experience.
- The honesty and total transparency allowed us to build trust and links that could transcend beyond this solution and consider them long-term partners.
Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.
The scope was the end-to-end redesign of the ART Prevention self-management used by Clients and their different roles with different needs within a company, for example: Employer, HR Department, Occupational Physician, Administration. Also the insurance intermediary and internal resources of the company.
IncluIT brought a very important concept that was installed within the company and today it continues to deepen at the organizational level, which is the ONE TEAM. This configuration allowed us to grow in a process of technical and functional integration between IT and the various business partners, increasing agility, achieving safe and quality evolutionary deliveries in the short term, and providing us with strong added value.
IncluIT covered all the stages of the Design and Development process. Starting with the creation of a solution that meets the needs of the business, designing the experience of the different users (user research, interaction design, information architecture, flow design, user experience development, ux validation, etc. ), prototyping and validation, cover security layers, middleware, component development, integration, testing, UAT, project management, agility coaching, and team building.
All the dimensions that allowed us to create a high-quality product for ourselves and for the user, meet deadlines and make successful deliveries allowed us to make a leap in quality in customer service.
How many people from the vendor's team worked with you, and what were their positions?
On the part of the supplier, more than 20 people worked on average. The staff was growing depending on the stage of the project.
On behalf of ART Prevention, some 10 people were also directly participating, and partially more than 20 gave support to each need of the project.
Additionally, due to the relevance of the project, all ART and technology managers were always present, closely following the project and actively participating.
RESULTS & FEEDBACK
Can you share any measurable outcomes of the project or general feedback about the deliverables?
We achieved the successful delivery of a product that accompanies the ART process, contributing and experiencing the One Team concept together. Adding value to the product, through the development of a secure application, with a renewed user experience. During this process, we grew in agility to achieve quality evolutionary deliverables in the short term.
From the point of view of results and feedback, our clients expressly recognized the improvement of the tool both in usability and in new star features that emerged from research with users, which allowed them to manage much more efficiently obtaining information, self-management without the need for telephone communication or writing an email and waiting for a person's response.
This had a direct impact on greater satisfaction, and a reduction in response times, calls, and emails resulting in a reduction in the internal cost of operation and customer service.
Describe their project management style, including communication tools and timeliness.
The management style was one of the main characteristics of this project.
IncluIT promoted the inclusion and evolution of agility in IT projects, which had been difficult to implement. It brought an adoption and coaching model that we call ONE TEAM that allowed us to adopt it painlessly, quickly see the benefits, reduce friction, make decisions faster, include key people at the conversation table, be agile in decisions, in the communication, analysis, and product delivery.
The IncluIT people who were in charge of the project were decisive for the success of this solution, which was not only a technical solution, but also a network of human relationships that had to be aligned to create value and think of a solution that would create value for our clients, and for that IncluIT made the difference.
What did you find most impressive or unique about this company?
The project management, the issue management, the way to generate internal dialogues to make decisions, the way in which he introduced us to agility and showed us the way to implement it during the project and without great pain and the spirit of collaboration to co-create solutions that add value.
Are there any areas for improvement or something they could have done differently?
- At the beginning of the project, we realized that it is better to make prototypes including UX to avoid future changes. We quickly adopted it and it greatly improved the process.
- The members of the project have priority in the project and the rest of their activities are secondary. We managed to handle it with internal difficulties but we took care of it.
- Activate and deactivate PO (key user) (sector referents) so that they can make quick decisions.
- Recording each change request, no matter how small, was a process that we included to give visibility to the work of the development team and increase the scope.
- Participate in Information Security in all progress meetings and keep the thread.
- Have a help desk available ready for the exit of the project and apply Change Management techniques to make it effective.
- The architecture issues must be defined in advance, the internal architecture team must be at the table from the beginning even if they do not consider it.
RATINGS
-
Quality
5.0Service & Deliverables
-
Schedule
5.0On time / deadlines
-
Cost
4.0Value / within estimates
-
Willing to Refer
5.0NPS