Seeking to improve customer experience, Zurich Insurance Group (Zurich, Switzerland) has chosen Pegasystems' (Cambridge, Mass.) software to streamline the global insurer's commercial underwriting process.
"We aim to reduce the complexity of the work environment for our employees, which will result in us being able to better serve our customers," comments Sepp Ruchti, project leader, Business Transformation, Zurich Switzerland. "Automation of this kind will help us to become more efficient.”
Zurich's commercial underwriting process encompasses both the broker and agent channel, and spans several products and includes new business as well as renewal business, according to a company statement.
“Zurich is developing the BPM solution in co-creation sessions thanks to how Pega is designed," adds Ruchti. "This approach results in a solution not only developed together with our users but also based on their specific needs. It has led to a very strong buy-in for the solution and has also meant that we have the benefit of real-time change management.”
Zurich's focus on service quality is in line with Pegasystems' market objectives, according to Alan Trefler, the vendor's founder and CEO. "By putting the emphasis on customer service, Zurich will not only streamline its processes but will also be perfectly poised to build upon this for the future by building true customer loyalty," Trefler says.