The UNIQA Group is one of the leading insurance groups in its core markets of Austria and Central and Eastern Europe (CEE). Around 20,000 employees and exclusive sales partners serve over 15.5 million customers in 18 countries. UNIQA operates in 15 markets in the CEE growth region.
In Bulgaria, the insurer operates through Uniqa AD and Uniqa Life. For its 29-year history, UNIQA Bulgaria remains among the leaders in the local market. It is a symbol of reliability and fairness for its customers and partners.
The company lies on the philosophy for continuous improvement and constantly looking for better solutions to provide to its customers. Following this concept and future trends in insurance, UNIQA decides to involve innovative technologies to improve and simplify its services. The main goal is to make them “fully accessible for everybody”, says Petya Lakova.
“We are developing solutions to make products more user-friendly and digitalized, easier to use, and to explain them in a simple way that everybody could understand.”
shared Petya Lakova-Neycheva.
The insurer puts the focus on the customer and optimizes its processes and software solutions in a way that allows them to become a customer-centric organization.
To achieve that, UNIQA made research on the market of CRM systems. After deep observation of the market, they chose the best customer relationship management platform, namely Salesforce and Next Consult as its implementing partner for this project. The decision comes after an assessment of many criteria and functionalities.
A newly formed CX board will guarantee that the company meets the clients’ needs and assure a high level of customer satisfaction and loyalty. The main aim of the company is to provide more digitalized remote services and give customers access to prevention and diagnosis, which could notify them in advance that something is going to happen.
The scope of the CRM project covers all processes related to the customer. Salesforce enables optimization and automation of all those processes through implementing best practices and modern trends. It offers UNIQA the capability to transform its business, digitalize the internal and external processes and make customers the main driver of the company. On the other hand, Next Consult supports the entire process of analysis and implementation of the new solution. The consultancy is not only a Salesforce partner. It is also experienced in management consulting. With its knowledge and expertise, Next Consult assists UNIQA in choosing the right approach for achieving the strategic company’s goals.
Once again, we thank UNIQA, and its whole team, for their trust, support, and for choosing us as a trustworthy partner in this amazing project!
Watch the video to learn more about the project ->