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Poste Assicura: Poste Vivere Protetti (Insurance Modular Offer)

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11 March 2021

Winner of the 2021 Celent Model Insurer Award for Customer Experience Transformation

Abstract

How does the Italian post office ignore it's ability to stay traditional and change the customer experience? Gruppo Poste Italiane (the Group) is Italy’s postal service provider and could have continued with it's traditional processes and products, but instead Poste Italiane Group and their vendor, RGI, developed a comprehensive technological platform on which all all Poste Italiane Group's offerings are offered in a multi-service and omnichannel perspective. It gives customers the ability to bundle all coverages into a single policy instead of having to buy 10 different insurance policies bought individually which is how it was before this platform. The Group was successful in building a customer needs analysis that highlights the most suitable insurance products based on each customer’s profile. It offers anytime/anywhere advice, customer centricity, an open market multi channel offering, and a best in class technological platform.

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