In an omnichannel world, where customer needs are constantly evolving, Helvetia Assicurazioni has chosen Mia-Platform as the partner for its digital transformation aimed to offer increasingly customized, agile, and scalable products and services.
Who is Helvetia Assicurazioni?
Helvetia Assicurazioni has been operating in Italy since 1948 when the Swiss parent company decided to open on the Italian market. It is present on the territory through various distribution channels - agency network, bank branches, and affinity groups - and it offers insurance solutions to meet the different security needs of more than 4 million customers who have now placed their trust in Helvetia Italia.
“Semplice, chiaro, Helvetia”
Helvetia Assicurazioni aims to make the insurance world increasingly accessible and understandable, focusing on new methods, innovation, and a user-centered approach.
The goals were transforming and improving development and release processes, achieving rapid systems integration to meet market needs, open new digital channels, and establish business models and commercial partnerships.
Another purpose was offering a simple and responsive omnichannel UX for 4 million customers. In the end, Helvetia Assicurazioni aimed to implement a Digital Integration Hub able to simplify and speed up the release of new insurance products and services.
Analysis, Design, and Implementation
Starting from a careful and in-depth analysis of the company's digitalization 20.20 strategy, we organized envisioning workshops to define the steps and identify the related touchpoints in order to determine the scheme of the new architecture.
The analysis revealed the need to create a modern, flexible, and scalable IT architecture. Helvetia Assicurazioni has found in the Digital Integration Hub the ideal solution to support and implement customer experience and digital transformation initiatives. An API layer supports bidirectional synchronization among different application systems. Synergistically, an ecosystem of microservices developed according to business logic allows data to be aggregated and organized in Single Customer View, immediately available to all channels. The adoption of an event-driven integration layer and Mia-Platform Fast Data completes the design, guaranteeing the independence of the management systems - decreasing their workload - and exposing data in real-time.
Thanks to the Digital Integration Hub, Helvetia Assicurazioni has begun to gradually integrate the different touchpoints and front-ends, improving the user experience and lightening the workloads of the systems at the same time.
Support and Scalability
We have structured an Academy program to accompany Helvetia Assicurazioni teams both through technical training and the empowerment of people, introducing Agile methods and DevOps practices. The educational experience was essential to trigger a cultural change within Helvetia Assicurazioni: the adoption of a new approach has strengthened cooperation among all company functions, increasing the synergy between business and IT.
Thanks to the Digital Integration Hub (DIH), Helvetia Assicurazioni was able to create its own platform to continue on the digital evolution path, extending its offer portfolio and integrating third party services.
The benefits generated
Time-to-Market and Opportunities
Release processes have become much leaner and more efficient, with a 40% reduction in time-to-market. The adoption of the DIH has enabled the delivery in production of two projects in less than a year - Simple Helvetia and New My Helvetia - and has simplified the integration processes with the other Group companies.
DIH to Create Value
The new platform, thanks to the API layer, allows you to quickly and easily integrate new internal and external channels into the company, expanding the scope of Helvetia Assicurazioni's activities.
A Modern User Experience
A simple and reactive omnichannel UX was implemented to respond to market requests in a timely manner. A system is capable of managing the load of +4 million Single Customer Views with information request times per user under 65 milliseconds, ensuring 24/7 availability.
"[...] Information systems are often designed with a functional purpose and they don't facilitate the user's unified omnichannel view. However, thanks to modern architectural patterns based on Fast Data, Microservices, and API, this is now more easily reachable. [...] In this context, Mia-Platform built the Digital Integration Hub architecture capable of effectively serving every channel".
3 Digital Integration Hub Success Stories:
The new system supporting the Helvetia Contact Center went successfully into production on November the 4th 2019, less than 9 months after the project was launched.
Thanks to event-based architecture and Mia-Platform Fast Data components - implemented and tested in just 6 months - Semplice Helvetia is able to guarantee complete independence of the management systems, avoiding overloads. At the same time, it manages and exchanges information in real-time and allows the systems to fully operate, keeping the data usable regardless of the availability of the underlying systems.
New My Helvetia for the Home Insurance
New My Helvetia is the solution that guarantees continuous operation of the applications used by Helvetia Assicurazioni agencies, reduces system overload, improves performance, and aims for an optimal user experience. Thanks to the decoupling of systems offered by Mia-Platform Digital Integration Hub, information is retrieved near real-time and systems are able to withstand the workload: more than 500 users at the same time can obtain a response in less than 200 ms.
The Digital Integration Hub has made it possible to speed up regulatory compliance with IVASS Reg-41, a new regulation that requires insurance companies to ensure the continuous availability of certain features for customers. Again through the decoupling mechanism, the dispositive features required by the regulation were created, exposing the APIs for the execution of requests and for their distribution on the company's systems. The agile architecture has enabled 10 new features to be released over a 12-month period.
The Merger with Chiara Assicurazioni
In the same period, Helvetia Assicurazioni dealt with the acquisition of Chiara Assicurazioni. The different data belonging to the two companies was merged through the Digital Integration Hub: in less than one month it was possible to map the data of the different Systems of Records and expose it to all the touchpoints. In addition, thanks to the Digital Integration Hub it was possible to enable Chiara Assicurazioni to access the same dispositive features expected by IVASS Reg-41.
Fast Data, Real Time and Single View for an Omnichannel Customer Care
Read the case study of Helvetia Assicurazioni and learn how an insurance company has innovated its IT systems and improved the quality of the Customer Care services.