What’s Inside?
- Integration of a personalized digital portal for subscribers and their families to manage funeral wishes and estimates.
- Automation of the end-to-end insurance journey, from initial simulation to multi-actor communication.
- Strategic use of geolocation services to connect subscribers with the nearest funeral service providers.
Context
A leading European retail banking group sought to modernize its funeral insurance offer, which provides capital and organizational support for end-of-life services. Given the sensitivity of the service, the client required a robust digital foundation to handle complex administrative tasks while maintaining a high level of empathy and personalization for its 800,000 members.
Challenges
The primary objective was to replace fragmented manual processes with a streamlined digital environment. The project faced several critical hurdles:
- Regulatory Compliance: Adhering to strict financial standards and internal group governance for sensitive data.
- Process Complexity: Covering the full lifecycle of the customer relationship, from initial offer to operational service delivery.
- Geographic Precision: Enabling users to quickly identify and contact local service providers during critical moments.
The Solution
The firm implemented a comprehensive ecosystem based on Microsoft Dynamics 365 and Azure Storage.
- Personalized Digital Space: A dedicated portal for subscribers and families to record final wishes and run cost simulations.
- Bing Maps Integration: Embedded geolocation features to search for nearby funeral partners and request immediate quotes.
- Automated Communication Hub: A dedicated channel facilitating seamless interaction between subscribers, relatives, and service providers.
Our Contribution
Our team acted as a strategic partner to bridge the gap between regulatory requirements and operational efficiency.
- End-to-End Construction: Leading the design and implementation of the target solution.
- Functional Customization: Deeply tailoring the user interface to meet the specific emotional and professional needs of the banking sector.
- Workflow Automation: Implementing complex logic for automated fee calculations, document generation (PDF), and email triggers.
Benefits
The implementation transformed the service into a high-performance digital engine for growth and client satisfaction:
- Operational Excellence: Complete automation of administrative processes, including quotes and contract generation.
- Enhanced Reliability: Real-time calculation of estimated costs, providing transparency for subscribers.
- Improved Accessibility: Faster response times through the dedicated communication portal and integrated mapping tools.
Key Figures & Dates
- Project duration: 2017 – 2018
- Workload: 500+ man-days
- Impact: 65 specialized users managing services for a massive banking client base
