{"id":7683,"date":"2024-09-30T22:21:12","date_gmt":"2024-09-30T20:21:12","guid":{"rendered":"https:\/\/bicg.com\/hdi-insurance-company-service-points-autopronto-offices\/"},"modified":"2024-09-30T22:27:36","modified_gmt":"2024-09-30T20:27:36","slug":"hdi-insurance-company-service-points-autopronto-offices","status":"publish","type":"post","link":"https:\/\/bicg.com\/en\/hdi-insurance-company-service-points-autopronto-offices\/","title":{"rendered":"HDI Insurance Company Service Points, Autopronto Offices"},"content":{"rendered":"\t\t
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HDI Insurance Company Service Points, Autopronto Offices<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The challenge: digitalisation in the spotlight<\/strong><\/p>\n

In an ever-changing environment such as the insurance sector, digitalisation has radically reshaped the way companies interact with their customers. HDI was no stranger to this challenge. <\/p>\n

In a project that was not directly related to the Alebrije or Supernova mother projects we had worked on so successfully, HDI recognised the need to adjust its operating model to stay competitive and relevant.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Pax: 40<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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M2: 1.330<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Sector: Insurance<\/span><\/span>
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Location: Mexico
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Year: 2021<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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The solution: a “Phygital” space<\/strong><\/p>\n

A strategic project was initiated to transform their customer service and sales offices, aligning them with new market requirements.<\/p>\n

The project focused on integrating a \u2018Phigital\u2019 space into the Autopronto offices, a seamless integration between the physical and digital world, enabling the insurer to offer a consistent and modern customer experience. In addition, a dedicated claims reception area was included within the offices, a critical aspect to improve efficiency and customer satisfaction at key moments of interaction. <\/p>\n

To address this challenge, bicg began with a comprehensive study of the current operating model, identifying areas requiring urgent transformation. The main office in Quer\u00e9taro was selected as a pilot for this in-depth analysis of day-to-day processes and activities, as it was preparing to relocate to a new site. <\/p>\n

The insights gathered were essential in designing a pilot for the new phigital model, tailored to meet the specific needs and expectations of both customers and employees in this branch. All necessary adjustments were seamlessly incorporated during the construction phase, without affecting the construction company’s delivery time frame.<\/p>\n

The implementation of the model was a holistic effort, involving not only the spatial redesign of the branch, but also a full-scale change management process. Bicg worked closely with all profiles involved in the office, ensuring that each team member understood and embraced the new approach to customer interaction. In addition, extensive training was conducted to familiarise staff with the new digital tools, ensuring they could operate in the phigital environment with confidence and effectiveness. <\/p>\n

The key to success: A physical change and the adoption of advanced digital tools<\/strong><\/p>\n

The success of the pilot in Quer\u00e9taro was clear from the first days, demonstrating that the combination of optimised physical spaces and advanced digital tools not only improved the customer experience, but also increased operational efficiency and employee satisfaction. This success led the insurer to make the decision to scale the model nationally, transforming all its branches into phigital spaces. <\/p>\n

The Result: A deep and lasting transformation<\/strong><\/p>\n

As more branches have adapted to the new model, the benefits have been clear and measurable. The customer experience has improved significantly, with faster response times and greater satisfaction with the services received. At the same time, employees have reported an increase in job satisfaction, resulting from a more dynamic, technological working environment that meets modern demands. <\/p>\n

In short, the collaboration between the insurer and bicg has resulted in a profound and successful transformation of its branch network, positioning the company as an innovation leader in the insurance sector. This initiative has not only enabled the insurer to adapt to market changes, but also strengthened the relationship between bicg and HDI, achieving sustained growth for the organisation in this rapidly evolving post-COVID era. <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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The challenge: digitalisation in the spotlight In an ever-changing environment such as the insurance sector, digitalisation has radically reshaped the way companies interact with their customers. HDI was no stranger to this challenge. In a project that was not directly related to the Alebrije or Supernova mother projects we had worked on so successfully, HDI […]<\/p>\n","protected":false},"author":1,"featured_media":7613,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[61,70,66],"tags":[172],"class_list":["post-7683","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-study-en","category-latam-en","category-spaces","tag-hdi-en"],"_links":{"self":[{"href":"https:\/\/bicg.com\/en\/wp-json\/wp\/v2\/posts\/7683","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bicg.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bicg.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bicg.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/bicg.com\/en\/wp-json\/wp\/v2\/comments?post=7683"}],"version-history":[{"count":1,"href":"https:\/\/bicg.com\/en\/wp-json\/wp\/v2\/posts\/7683\/revisions"}],"predecessor-version":[{"id":7684,"href":"https:\/\/bicg.com\/en\/wp-json\/wp\/v2\/posts\/7683\/revisions\/7684"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bicg.com\/en\/wp-json\/wp\/v2\/media\/7613"}],"wp:attachment":[{"href":"https:\/\/bicg.com\/en\/wp-json\/wp\/v2\/media?parent=7683"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bicg.com\/en\/wp-json\/wp\/v2\/categories?post=7683"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bicg.com\/en\/wp-json\/wp\/v2\/tags?post=7683"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}