The insurance industry is facing increasing competition with the rise of technology and challenger brands. To continuously thrive in this competition, established players need to deliver exceptional service in order to attract and retain customers. Watch this presentation hear how Seguros Universal, an vehicle insurance provider based in the Dominican Republic, defends its market share with exceptional services, and how the company automates claims process to provide comprehensive and robust case management and analytics. Rafael Izquierdo, Executive Vice President of Administration, Risk, Legal and Compliance will discuss how the company: -Defended its market share with service excellence -Delivered faster, more productive and error-free processes -Reduced vehicle part returns by 30% About Seguros Universal Seguros Universal is an all lines insurance company founded in 1964. It is licensed to operate in the Dominican Republic. Currently the leader in most lines of insurance in the country. About Bizagi Headquartered in the UK and with operations across North America, Europe and Latin America, Bizagi is a global leader in digital business platforms. With a global user community of over 650,000 process pioneers, Bizagi has helped over 500 enterprises in 50 countries to survive and thrive in the digital age. For more information, please visit www.bizagi.com Watch a Videoof this presentation at: https://youtu.be/Z6lpSj1DkKY

1. Delivering Exceptional
Customer Service

2. Today’s speakers
Rafael Izquierdo,
Executive Vice President, COO
Seguros Universal
Juan Manuel Mogollon,
VP LATAM
Bizagi

3. 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

4. We help organizations to
transform into digital businesses

5. Global customers and partners
PARTNERS

6. Transformation Story:
Seguros Universal

7. Seguros Universal
Insurance Services

8. What was the business requirement?
To provide a 360 degree view of business processes

9. 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

10. How we approached the project
Mapped out the entire customer journey across each unit
Identified the least critical process to automate to reduce risk

11. Critically acclaimed
Innovative yet robust platform
Competitive for our needs
WYSIWYG
Already successful within smaller projects
Why we chose Bizagi

12. 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

13. 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

14. 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?

15. Thank You

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17. Thank you