An omnichannel Customer Area for Generali

CONTEXT

Generali France wanted to develop the customer area and the generali.fr site by acquiring a more modern tool with a new interface.

The customer is at the heart of our digital strategy: we want to give them a unique experience, make them want to choose our products and recommend them. Ultimately, this will promote stronger sales, multiple contract holdings and customer loyalty.
Rémi Ollivier, IT Department Manager - Mobile applications and customer areas.

CHALLENGES

The stakes are many:

• Give autonomy to both customers and businesses (record management teams);
• Optimize customer journeys and offer Internet users a seamless multi-channel journey;
• Have a robust and scalable architecture.

Agility was also a decisive criterion for the French subsidiary of the Italian insurer, to benefit from more flexible working methods and shorter development cycles.

ACCOMPANIEMENT

Partner with proven Drupal expertise and expert in Agility, SQLI was chosen by Generali France to build the two sites.
SQLI has developed the base of the site, which thus allows the development of the various functionalities of the customer area. This base was created using the Drupal CMS, so that the Internet user lives an enriched and personalized experience, omnichannel, in phase with his needs.
It also allows Generali to increase its marketing ROI and increase user loyalty and engagement.
The project was carried out using the Agile method with real proximity and involvement of the various teams (business and operational). In order to optimize exchanges and the production of work throughout the project, the SQLI team moved directly to Generali's premises.

SIMPLIFY THE CUSTOMER JOURNEY

Thanks to the platform designed by SQLI, the Generali France digital team has been able to greatly enrich customer journeys and the digital ecosystem of the customer area: smoother navigation with a responsive site and real autonomy given to users on all their actions.
The generali.fr site offers access to:

• Information (news, agency contacts, etc.);
• Pricing and simulations;
• The customer area in which the user can consult his contracts, download certificates, consult all of his reimbursements, etc.

SQLI is the best-placed partner to support us on Drupal technology and architecture, but also on Agility. Generali and SQLI operational resources really work hand in hand to provide, together, the best possible service. The first feedback from our customers has been very positive and we hope this is just the beginning.
Rémi Ollivier, IT Department Manager.