The Sara Assicurazioni Metamorphosis
Insurance is a sleepy business. That’s what I thought, and I was wrong. Google, Amazon, Facebook, and Apple are gunning for the $6 trillion industry. Traditional insurance companies are facing a tech-attack.
Italian insurance provider Sara Assicurazioni is fighting back. In a recent podcast, Luigi Vassallo, COO, explains how his company used to have a “culture of contracts.” The staff only seemed to care about the number of policies they wrote.
Now, Sara Assicurazioni acts like a tech innovator. Their digital storefront, apps like SaraSuperPay, engages customers on their phones. They use Alexa for support. They connect to a new digital ecosystem via APIs in the cloud.
To spark this metamorphosis, Vassallo changed the culture. He gave employees tablets to encourage digital-first design thinking. They integrate systems with TIBCO’s integration technology and moved infrastructure to Amazon AWS. He introduced collaboration tools like Google Docs.
Vassallo deployed what Gartner calls an Enterprise Nervous System. It’s a mindset shift from batch to real-time. Batch thinking assumes your customer can wait a month for a statement; real-time means staff sense and respond in the moment, like your body’s nervous system.
Now Sara Assicurazioni engages on any digital platform. Customer satisfaction is up. They launch applications in the cloud in minutes, not days. They process claims faster than before. Their Insurance Nervous System is ready for the Big Tech attack that lies ahead.
Listen to Luigi and Emma Acton on the TIBCO Tech Talk. Image by Sutisa Kangvansap
To read more about the Enterprise Nervous System, read Gartner’s report called How To Use Analytics When Building an Enterprise Nervous System by W. Roy Schulte , Pieter den Hamer , Keith Guttridge, and Yefim Natis.
Listen to the complete TIBCO Tech Talk podcast about Sara Assicurazioni with host Emma Acton.
