San Cristobal Insurance
He managed to automate the complex process of reporting car accidents through a chatbot. Today, 9 out of 10 customers rate very positively an experience that is usually cumbersome and frustrating.
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About Saint Christopher
San Cristóbal Seguros is an Argentine company whose permanent growth and efficient management of resources have made it a leading company in the region and an expert in the automotive sector. It is an organization that is committed to growth, daring to leave the traditional structure of the insurance world, breaking patterns through innovation.
Marketing and Innovation Analyst at San Cristóbal Seguros
Luis Manjarres
“I am surprised by their responsiveness. They have a highly committed team. The after-sales service is very good... I would like to highlight the attention 100% provides. If you send an email, they are there, if you pick up the phone. They support us in everything we ask them to do, so that we can reach the best final solution as a team.”
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Challenges
Through a study of the company's positioning, it was detected that there was an opportunity for improvement in communication with clients and suppliers. From there, the different points of contact were mapped and it was discovered that the claims area was one in which more focus had to be placed. The delay in taking claims when the insured had a claim made a process that by its nature is unpleasant even more frustrating.
Marketing and Innovation Analyst at San Cristóbal Seguros
Luis Manjarres
“The process we developed is very simple for the insured. The virtual assistant ends up being super useful and allows the person to get back to their routine more quickly... It is super easy, intuitive, fast and simple.”
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Challenges
We designed a chatbot that was integrated into the company's official WhatsApp channel. It allows policyholders to self-manage the process of reporting a claim, from the accident report to the final damage report.
San Cristóbal Seguros policyholders can now carry out the process themselves, without having to call or wait for the company's cell phone, saving time, resources and frustration. Together with the San Cristóbal team, we developed an intuitive, agile and efficient conversation tree that, according to them, has worked successfully from day one.
The Uruguayan branch has grown to double the demand for insured persons in recent times. Its virtual assistant has also accompanied this expansion, being today the protagonist of the 50% of claims for San Cristóbal incidents that are carried out through WhatsApp.
San Cristóbal customers can quickly access a multitude of services and procedures through their virtual assistant. They can communicate through audio and can even rate their experience at the end of each process.
Marketing and Innovation Analyst at San Cristóbal Seguros
Luis Manjarres
“Nowadays, with the new generations and the advancement of new technologies, time is very important. We have to provide the customer with a quick response. What through the traditional route can take a wait of 40 minutes, today is managed automatically in 8-10 minutes thanks to the virtual assistant.”
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KPIs
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We achieved a reduction of the cost of traditional claims to 50%.
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9 out of 10 customers rate their experience with the chatbot very positively.
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50% users report incidents via WhatsApp.
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Reduction in customer waiting time in the event of an accident from 40 to 8 minutes.
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