In the insurance and healthcare sector, the member experience depends on agile and transparent processes. A leading organization faced a significant challenge: its claims process was fragmented and depended on the product and channel (phone line or advisor), which limited control and resulted in long wait times for members.
The lack of traceability and the complexity of the process affected the user experience, as users had to follow different steps depending on the product and channel. The goal was clear: to create a self-service digital platform that would allow members to register, track, and close their claims in one place, with transparency, speed, and access from any device.
To achieve this, the application architecture was designed and a squad specializing in backend development was integrated, running automated tests to ensure quality and scalability. The result was a robust solution that transformed the affiliate experience.
The benefits were clear:
- Total centralization: information and forms in one place.
- Transparency and traceability: real-time tracking of the incident.
- Multi-platform access: available on any device.
- Time reduction: faster payments and reimbursements, improving the member experience.
We see how technology can be a strategic ally in improving the customer experience, optimizing processes, and ensuring control at every stage of the service.
Want to discover how to transform your users' experience with secure and scalable digital solutions? Contact us and learn about our proposals.