(Image source: SAGA website.)
U.K.-based insurer and travel provider Saga (Folkestone, Kent) has partnered with Sollers Consulting (Warsaw) to launch a new digital portal for its insurance customers as part of a larger transformation effort. Sollers Consulting has supported the implementation of the new portal that allows customers to digitally self-serve their insurance policies. Saga customers can independently renew their policies, make policy changes, and manage their documents and financial arrangements without needing to call a contact center.
“We are delighted to offer our customers an improved digital service which will really make a difference,” comments Leanne Brown, Operations Director, Saga. We recognize the strong desire for people to interact digitally with their service providers, and the portal will allow more of our customers to use their channel of choice.”
Saga specializes in services for people over 50 years of age. The user experience of the new portal has been designed with their needs in mind, seeking to make digital self-service a highly service channel for the demographic group. The portal was created using a mobile-first approach to reflect the ever-increasing use of mobile devices in customers’ everyday lives, according to a statement from Sollers Consulting. The new portal is based on the technology of Guidewire Software’s (San Mateo, Calif.) CustomerEngage and initially focuses on auto/motor insurance. Saga plans to launch home insurance on the portal in the near future.
“We congratulate Saga on its impressive success,” comments Greg Podleśny, Partner, Sollers Consulting. “The pandemic demonstrates how important user-friendly digital services have become. It has been a great pleasure to support Saga in its transformation effort.”
Remote Project Conditions
“In spite of the challenging circumstances caused by the pandemic our teams managed to deliver great results,” Podleśny adds. “I am deeply grateful to the 20 people who managed to launch the new portal under a remote project set-up. This has been a significant step in Saga’s digital transformation journey. We are looking forward to supporting Saga on this path.”
“The team have worked exceptionally hard, with excellent remote collaboration between Saga and Sollers throughout the development,” affirms Saga’s Brown. “The portal delivers simple interactions and an easy experience for our customers, and we’ve seen our first successful transactions come through with positive feedback reported by our webchat team.”