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  • Universal Group
  • CUSTOMER:
  • Universal Group
  • INDUSTRY:
  • Insurance
  • LOCATION:
  • Dominican Republic

45%

increase in revenue

Doubled

workload but only hired one new employee

30%

reduction in part returns

Universal Group, the leading insurer in the Dominican Republic, was looking to improve its vehicle insurance claims process, which had become increasingly complex due to disparate systems, leading to a lack of transparency and a delay in time delivering vehicle repairs to customers.

Using Bizagi and digital process automation, they have been able to define, deliver and adapt processes quickly, resulting in greater satisfaction for both employees and customers. Bizagi has helped to double the number of claims processed, but Universal has only had to hire one additional employee, which has in turn contributed to a 45% increase in revenue.

The three main benefits that Bizagi has brought are control, traceability and continuous improvement that positively impacts the quality of customer service."

Jose Antonio Fuentes

Executive VP of Partners

Objectives:

  • Integrate disparate systems to bring transparency to claims process
  • Reduce operating costs
  • Help employees to be more productive
  • Provide faster service to increase customer satisfaction
  • Increase ability to define, deliver and adapt processes quickly

Achievements:

  • Complete visibility over end-to-end process for both employees and customers
  • 45% increase in revenue
  • Doubled productivity but only hired one new employee
  • 30% reduction in part returns
  • Faster delivery of repaired vehicles to customers