MAPFRE, one of the world’s leading insurance companies, aims to go beyond traditional insurance by offering a unique digital experience to its customers, as well as increasing the experience and operational efficiency of its agents. Thus, MAPFRE created a new platform to provide better customer service by improving communication and cooperation between its headquarters and sales networks. 

In the insurance field, as in every other field, customers attach much more importance to a user-friendly and seamless experience at contact points. To meet this need, MAPFRE insurance has partnered with Commencis to create a holistic user experience.  

The company collaborated with Commencis to design and develop a brand-new portal, Agency Portal, to become a preferred brand in a highly competitive market. While the portal speeds up the operational and policy renewal processes, it also enables insurance sales networks to easily access MAPFRE Insurance systems and any information they may need from any mobile device. 

The portal also contributes to meeting customer expectations at the highest level by helping MAPFRE sales networks reduce their workload while providing information for business management. 

Single sign-on

With the goal of providing better products and services, Mapfre Agency Portal identified some key issues before starting to work with Commencis. The most prominent of these was that trying to access more than one platform with different login information on the platform that provides separate operational systems to the agencies caused a loss of time and effort for the agencies. Thanks to the single sign-on feature with the solution developed for this problem, agencies can log in to different systems with a single username and password, while at the same time, operations such as issuing policies and checking customer information can be selected from the smart menu. 

Role-based access on a single platform

One of the design challenges the team has faced is that the platform is not only designed for a single persona but rather a variety of personas with different roles and needs both at the agencies and the headquarters. While one is concentrating more on the daily operations the other is focusing on performance and reporting. 

To match the needs of the multiple roles, the platform is designed in a way that makes it possible for each role to access the relevant sections of the dashboard. Thus, the needs of multiple roles in the organization could be easily met.

Automated Policy Renewal

As well as ensuring customer satisfaction, customer retention and improving sales are among the top priorities of agents. That is why the platform is designed to notify the agents on the upcoming policies that will end soon. So that, the agents can contact the customers to renew their policies by offering the quotes calculated automatically, update customer information if necessary, and receive the payment online. 

The previous system had caused the company to miss out on new policies and there was a lot of e-mail and paperwork. What used to take hours before now takes minutes! Agents can now update information and receive payments online, while communicating with customers to renew their policies by offering automatically calculated offers. As a result of this improved efficiency, there has been an increase in policy renewals too.

Communication & Content Management

Moreover, Commencis developed an admin portal to improve communication between MAPFRE’s agencies and headquarters. Campaigns, news, and announcements are designed and delivered through this portal. On top of a campaign follow-up portlet focusing on agency objectives, an announcement and a newsletter portlet are designed to reach out agents from the headquarters to keep them updated regularly. 

Finally, Mapfre has defined performance-based segments for its agents. As part of the project, segment information display on the portal was improved, allowing users to follow their segmentation advantages.

Utilization rates of the Mapfre portal increased rapidly after implementation of the project.  Here are some highlights: 

• The increase in sales networks reached almost 100% in just a few months, while the usage rate reached 95% just 3 months after launch. 
• Over 25,000 policies were renewed, and more than 1 million entries were made on the platform. 
• Agencies can now track their KPIs and performance much more easily. Mapfre sales network users, on the other hand, have clicked more than 11,000 times on performance reports since the platform was launched. 
• The policy renewal process is now much shorter for Mapfre. The tedious e-mail traffic and paperwork are gone as before. Thus, time opportunity was created for value-added tasks such as business development and sales. 
• Processes for monitoring performance and renewing policies have been moved completely online. More than 11.000 clicks were recorded on over 1 million logins and performance reports.  
• Internal communication between headquarters and sales networks is now managed much more effectively. 
• Agents can now issue or renew policies anywhere and anytime without having to be in the office. 
• Mapfre users provided very positive feedback. With Agency Portal, users reported that necessary transactions and information are all in one place, making their lives much easier.