Česká pojišťovna - Direct sales
Česká pojišťovna is the largest universal insurer on the Czech insurance market. About 4,900 employees and 6,000 sales agents care for the company’s clients and their satisfaction. Česká pojišťovnaadministers about 10.5 million insurance contracts. Improving client service is the ultimate objective of a range of projects by Česká pojišťovna. Therefore, Česká pojišťovnadecided to introduce the internet and the call centre as new sales channels in addition to its branch network, internal and external sales force and brokers.
The implementation of the solution was divided into several phases. For the first phase, the following products were selected: mandatory third party liability insurance and accident and travel insurance. Softec was given the task to design and implement the solution.
The decision that the newly built internet-based direct sales application would also be used, in a slightly modified form, by the call centre personnel, saved the cost of application development, as a large part of the functionality is identical for the two sales channels.
As part of the solution, a sales portal was created which is connected to the product back-end systems of Česká pojišťovna, which are there to calculate the amount of premium and to process the insurance contracts. In order to reach the highest level of automation of the sales process and to make the process as convenient and fast as possible for the client, the portal was also connected to other internal systems of ČP, to the IS of the delivery service and to payment gateways of selected banking institutions. Clients were offered the possibility to pay the premium in several ways - by wire transfer, payment card or cash on delivery.
Eventually, a comprehensive sales portal was developed enabling the client to model and take out an insurance contract and to pay the premium, with the insurance contract being delivered at the client's request by e-mail, post or delivery service.
The development of the Direct Sales solutions also continues now and the portal is continuously being extended to support the sales of other insurance products and to provide various types of services to clients (e.g. electronic request forms for a change of data in insurance contracts).
On the www.ceskapojistovna.cz portal, the following insurance products can be purchased today: travel insurance, mandatory third party liability insurance, motor hull insurance, accident insurance, liability insurance and, from July 2008, apartment, household, house and recreational buildings insurance as well.
The solution for internet sales of products (on-line insurance) received the Economia publishing house’s Internet Effectiveness Award in the On-line banking and finances category in 2006 (the competition is organised under the auspices of the Association of Internet Solution Providers, Czech Republic).