Background
Grupo Universal, a Dominican insurance group of six companies with revenue of $319 million in 2013, served more than 800,000 customers across health insurance, property and casualty insurance, roadside assistance and more.
The engagement
Megsoft's team shaped Universal's vision into a mobile app and built it, giving those customers full access to the group's services.
The goal
Improve communication between Universal and its customers, reduce cost and make sales and service processes more efficient, by putting the right tools in customers' hands.
The customers
More than 800,000 customers held products across health, property and casualty insurance and roadside assistance, each with its own balance, expiration date and account number.
The challenge
An insurance group's services are spread across products and companies. Universal wanted them in one place, in its customers' hands.
The problem was not building an app. It was building one that could see into Universal's core systems and act on them, not a brochure with a login.
Many products
Customers held health, auto, property and other products, each with its own balance, expiration and account.
Help on the road
Roadside assistance had to be reachable instantly.
Finding care
Members needed to find health providers near them.
Paying
Customers needed an easy, convenient way to pay outstanding balances by card.
Approach and solution
The app was built into the business rather than on top of it.
Built into the business
The app was created to be adaptable and easy to integrate with Universal's core systems, CRMs and ERPs, through a service-oriented architecture. Existing customers signed in with the identity Universal's core system already held.
Built for the phone
It was designed from the ground up for cloud and mobile, and used the phone's own capabilities: location, camera, card payments and local storage.
Solution highlights
All products at a glance
One screen showed each product's balance due, expiration date and account number, and one touch opened the details and the most relevant processes.
Roadside assistance
Help on the road, requested from the app.
Provider search
The phone's location showed the health providers nearby.
Online payments
Customers could pay outstanding balances by credit card.
Notifications
Alerts kept customers informed of the events they cared about.
Sign-in and privacy
Integrated with Universal's core system for sign-in, with industry standards protecting customers' data.
Results
More than 800,000 customers could reach Universal's services from one app, and 10,000 had downloaded it by 2016.
Customers could see every product, pay, get help on the road and find care from their phones, and reach Universal the moment they needed it.
| What customers could do | In the app | Why Universal wanted it |
|---|---|---|
| See every product | Balance due, expiration date and account number on one screen | More efficient sales and service |
| Pay a balance | Card payments in the app | A lower cost to serve |
| Get help | Roadside assistance and direct dialing | Immediate assistance from service representatives |
| Find care | Nearby providers from the phone's location | Closer contact with its customers |
Thanks to the new App, our customers can now instantly contact us, and receive immediate assistance from our service representatives.
Ernesto M. Izquierdo, CEO, Grupo Universal
What it shows
An insurer in its customers' pockets
Insurance is a promise that matters most in a bad moment: a breakdown on the road, a visit to a clinic, a bill that is due. The Universal app put the help for each of those moments on the customer's phone.
Built into Universal's own systems, it could show customers what they have and let them act on it.
Are your customers' services spread across products and companies?
If customers have to call to learn what they have, what they owe or where to go, those answers can live in one app built into your core systems.