Delivering Exceptional

Customer Service

Today’s speakers

Rafael Izquierdo,

Executive Vice President, COO

Seguros Universal

Juan Manuel Mogollon,

VP LATAM

Bizagi

Brief Introduction to Bizagi

Transformation Story: Delivering Customer Service at Seguros Universal

Q&A – Your Chance to Ask Questions

Quick run through of what we’ll be talking about

Today’s session

We help organizations to

transform into digital businesses

Global customers and partners

PARTNERS

Transformation Story:

Seguros Universal

Seguros Universal

Insurance Services

What was the business requirement?

To provide a 360 degree view of business processes

Why was this a challenge?

Process information in disparate locations within the group units

Lengthy, complex manual processes

Resistance to change

Customer expectations evolving faster than the business

How we approached the project

Mapped out the entire customer journey across each unit

Identified the least critical process to automate to reduce risk

Critically acclaimed

Innovative yet robust platform

Competitive for our needs

WYSIWYG

Already successful within smaller projects

Why we chose Bizagi

What did we achieve as a result?

We defended our position of providing exceptional customer service

Executive decisions made based on insight

Process ownership enterprise wide, not departmental

Bizagi streamlines and underpins key business processes

What benefits did this bring to the business?

Time to process claims reduced by 50%

30% decrease in number of parts returned

A culture of process innovation was born

Go for quick wins to mitigate resistance to change

Be committed and continually share success

Find internal advocates to breed innovation culture

What advice can we share?

Thank You

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