It’s not a secret. Very few people look forward to talking to their insurance company. When things go wrong, most customers want the opposite of troublesome user interfaces, endless waiting times and far-from intuitive claims filing systems. Instead, Alka wanted to service them with made-to-fit self-service solutions for web, tablet and mobile.
- Ann-Karina Fly-Hansen, VP, Alka Insurance.
Tia is a key component in Alka’s overall application landscape and this project is a great example of how value can be created when both business and IT set out to co-create user-friendly services based on the Tia Core. Tia’s experience in delivering solutions that put the end-user in the driver’s seat was a major influence for a venture whose success can be measured on how fast a customer is able to notify Alka of his or her loss, using any device imaginable. Alka’s innovative ‘customer first’ ambition was a perfect fit for Tia’s focus on intelligently connecting and utilising existing data.
The solution was to create a mobile-fit design and technology, thereby bringing power to the people. Or more specifically: the customers. Better integration to the Tia Core and stronger ties between development and Alka’s call centre further facilitated more intelligent usage of data, making it less burdensome for customers to file a claim or follow up.
Understanding why and how customers behave the way they do was an eye-opener that turned the challenge into an exciting journey. Luckily, the Alka customers responded well, and – besides winning an award for best digital solution – the results were happier customers and stronger relationships. Bringing customer-centric technology into the hands of people who experience the immediate benefit of being in control is a direct execution of strategic initiatives.
Web: from 50% to 74%
Tablet: from 43% to 73%
Mobile: from 29% to 67%
Alka is a more than 100 year old Danish insurance company, originally owned by the unions. 500 employees drive the agile organisation, widely known as the people’s insurer, with the ambition to bring a human touch to the rapid pace of the digital transformation age.
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