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How NÜRNBERGER Insurance deployed a new digital journey for customer service in 6 weeks, helping their customers mitigate the impact of COVID-19

7 minutes
“Our project with EasySend was an absolute success. We were able to move swiftly to assist our customers in financial distress and help them overcome COVID-19 related challenges. The speed of implementation was incredible, and it only took us six weeks from the first call with EasySend to the deployment of the digital workflow.“ Heinrich Fritzlar, Head Group Application Development, NÜRNBERGER Versicherung

The challenge:

Prepare for an expected tsunami of COVID-19 related policy cancellations

Nurenberger is a leading supplier of full insurance coverage in the German market across a wide range of product lines: life, health, automotive, Property & Casualty, and various other related services.

As a consequence of the COVID-19- related financial crisis, Nurnberger expected several waves of customer consultations and policy cancellations with little time to prepare.  Nurnberger wanted to assist its customers by providing them with a clever way to overcome the trying situation across its various customer channels. 

The solution:

Agile launch of a user-friendly digital workflow to assist customers who considered canceling their policy due to COVID-19 while offering alternative solutions to alleviate financial distress.

Facing an immediate challenge head-on

“We needed something that is very easy to handle, and that can be implemented at a rapid rate. We had no time for a long six to seven-month project and having that process ready next year. The issue at hand was immediate.”

Agile time to market: “COVID-19 did not leave us enough time to wait a full year to develop a digital solution in a classic way. We had to be agile. The complete implementation time with EasySend was incredibly fast - six weeks from initial discussions to deployment. This was the big challenge, and the speed and agility with EasySend helped us to answer the customers properly and swiftly.”

Digital journey with multiple courses of action:  “Launching a digital customer journey for consulting with our customers who considered to cancel their policies and providing them with alternative solutions for overcoming the financial challenges without canceling the policy, such as pausing the payments or scaling down the coverage.”

Remote virtual assistance: “EasySend’s remote assistant functionality simplifies communication with customers and streamlines internal processes. Empowering two parties to browse the same workflow in real-time simplifies communication as both can see changes simultaneously as they are being applied. This feature is something that eases a lot of processes and makes everything more simple - from sales processes to internal workflows.”

Key results

From initial discussions to full deployment in six weeks

It took us six weeks from the first contact discussing this project to going live. For a time-sensitive workflow such as this, fast time to market was crucial.”

The speed of implementation reduces costs

We received a very fair offer from EasySend for this project. And given the speed of execution, we ended up reducing our development costs because the project simply took much less time, and this makes things cheaper.”

Robust integration with internal systems

“We wanted this process to be automated as much as possible, and we managed to achieve  that with constant support from EasySend.”

Key benefits

Flexible solution for both internal and customer-facing workflows

“And then you can imagine you have in a big corporation and a big company, a lot of workflows. Some are very clumsy, and others are too paper-heavy. And we were looking just where can digitization help our employees?”

Utilizing EasySend’s no-code platform for agile digital transformation

“We are always investigating new solutions in the market, what new technologies are available, where are the new ways of doing business of approaching the customer to make things easier, more flexible for our internal people or our customers. I find that EasySend is a very smart and flexible platform to drive the digitization of workflows, forms, and paperwork for both internal and customer-facing use.”

Flexibility and adaptability to any use-case 

“We are now identifying further areas of usage of EasySend because we want to find them and then approach them and do the things together. And of course, we will build up internal know-how to customize EasySend easily with your help or with our own people. And there I see in the first step identification for other use cases and then implement them.”

EasySend’s remote assistant is an effective tool to simplify complex processes.

“I would without a doubt recommend EasySend. First of all, it's a great solution. So, I think there are many ways of implementing that solution of workflows, of co-browsing for countless ways of implementing here, there, and everywhere. And then the company and the acting people in the company are brilliant and dedicated, and therefore I can fully recommend EasySend.”
Vera Smirnoff

Vera Smirnoff is the demand generation manager at EasySend. She covers digital transformation in insurance and banking and the latest trends in InsurTech and digital customer experience.