A leading Swiss insurer faced the challenge of streamlining its internal processes while significantly improving the customer experience across all channels.
From policies and claims processing to self-service options: Working with N47, the company developed strategies that simplify operational workflows in the long term and enable consistent customer interactions across all channels.

Key processes ran in isolation across multiple systems and were highly manual, resulting in turnaround times of up to 14 days. At the same time, interactions with customers took place across various channels without consistent coordination or control.

This resulted in:

• long processing times and inefficient workflows
• media discontinuities between web, mobile, and offline service channels
• inconsistent customer experience throughout the customer journey
• limited transparency and a lack of process control
• high workload for employees
• dissatisfied customers, especially in time-sensitive situations

The existing processes were slow and involved a lot of human interaction.

A central integration and orchestration layer was designed and implemented to manage both internal processes and customer interactions across systems. This technological foundation enables the scaling of processes without a proportional increase in staff.

The following elements, among others, were used:

• Central digital interfaces such as web and mobile front ends
• API-based integration of diverse backend systems
• Workflow and orchestration engine (e.g., Camunda)
• Domain- and event-driven architecture (e.g., Kafka)
• Modular services (microservices)

Ultimately, the result is that employees can now handle key core processes, such as claims, policies, quotes, and master data, end-to-end via a unified interface, while customers can interact seamlessly via email, phone, chatbot, web, or mobile apps and gain transparent insights at any time.

Especially in claims situations, customers benefit from rapid resolution and the direct organization of support, as all relevant information, such as for coverage verification, is centrally available. At the same time, employees are relieved of some of their workload and can focus more on customer service.

Overall, significant efficiency gains were achieved, and employee and customer satisfaction were sustainably improved:

• Consistent customer journey across all channels
• Greater transparency and active control over processes
• Real-time availability of information for faster decision-making
• Reduced workload for employees and a focus on value-adding activities
• Improved customer experience, especially during critical moments
• Foundation for scalable digital services and additional digital offerings