New sales calculator optimizes application processes at Orion Legal Expenses Insurance
Efficient service for consultants and customers
With the new development of a digital sales calculator, which supports the extensive application and offer processing, Orion Legal Expenses Insurance, one of the largest legal protection insurers in Switzerland, decisively relieves its underwriting. The optimized user experience and the digital contract conclusion enable a modern, efficient service in consulting and simultaneously raise the customer experience to a new level. Colleagues by PTA Switzerland IT Consulting, based in Zurich, are responsible for implementation and execution.
Thousands of applications across different media channels
With around 150 employees, Orion Legal Expenses Insurance is the number 5 Swiss legal protection insurer with offices in Basel and Lausanne. Its new business is generated by its parent companies – Zurich Insurance Company Ltd and Vaudoise Insurance Holding Ltd – and a large number of distribution partners. This poses considerable challenges for the underwriting department in particular when it comes to processing applications and preparing quotes. This is because Orion processes several thousand policies per year, whose applications arrive via various media channels such as e-mail, post, online and in various data formats.
Requirements profile for a powerful sales calculator
Orion was already using a web-based sales calculator, but over the years it no longer met the requirements of the consultants. “The entire application process had media discontinuities and was not consistently digitized, user guidance was not self-explanatory and support could be improved,” says Elke Seeliger, Project Manager Business Development at Orion, describing the initial situation. Orion then created a requirements catalog that defined the functions and processes of a digital sales calculator that would digitize and thus optimize the entire application process in the future. In this context, the Orion team came across the IT and process consultants of PTA Switzerland. Together, the responsible parties analyzed the process flows from the login, to the creation of offers during the sales meeting, to the conclusion of the contract and its processing. This ultimately led to the development of a clickable prototype by the IT consultants of PTA.
Intelligent digital workflows increase the quality of process flows…
The result is a new sales calculator that simplifies application preparation and contract conclusion for customer advisors and reduces the workload of underwriters in processing. Manual steps have been replaced by an intelligent digital workflow, and time-consuming correction loops have been eliminated because the sales calculator automatically validates all applications for completeness and provides Orion employees with a central overview of all applications and their processing status.
… and the end customers also benefit
And the digital sales calculator also opens up additional options for end customers, who continue to receive advice in on-site appointments or over the phone. After a thorough check, customer advisors now provide their end customers with a ‘click-to-contract’ function and digital signature. This makes it easier for them to accept the insurance application, the exchange and dispatch of paper documents is reduced in this way, and the entire application process is accelerated.
On the cutting edge of digitalization
The Orion sales calculator relieves employees in their daily work and increases efficiency and quality in process flows. The data transfer from the systems of the sales partners makes a major contribution in terms of data quality and significantly facilitates the preparation of applications for customer advisors. The optimized user experience and the digital contract conclusion enable a modern, efficient service in consulting and at the same time raise the customer experience to a new level.
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