As a large insurance group serving over 9.5 million customers across 16 European countries, Austria-based UNIQA recognises that its customers’ expectations and behavior are changing fast. To respond, it has placed digital innovation at the heart of its strategy – rethinking products and processes from the customer’s point of view, as part of its ambitious innovation programme, UNIQA 2.0.
With this customer-first approach in mind, the company recognised a need to replace its existing portal, which offered only basic functionality. Instead it conceived a new omni-channel portal, myUNIQA. This portal allows customers to perform a range of additional tasks like making online claims, uploading supporting evidence, or viewing claims history, all in one place.
Barbara Liebich-Steiner, Head of Digital Strategy and Solutions, UNIQA
The omni-channel capabilities of the Backbase platform created significant efficiency gains and continues to thrive with 40,000-50,000 unique customers a month in Austria.
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