In order to streamline their customer’s experience on the websites presenting their products, the insurance broker opted to make use of Namirial’s SaaS solution for the signature section of their subscription process. The reward: shorter processing times for their files.
The introduction of the electronic signature within the subscription process was aimed primarily at the general public, even though they only represent 5% of the group’s turnover. The Roederer Group and their 220 employees work for over 20 insurance companies, supplementary health insurance companies and pension funds, primarily aimed at a corporate clientele, through their partners.
To do so, the online process takes customers through the various stages of obtaining quotes, choosing their insurance plan, subscribing, and finally signing the contract and any associated documents (subscription form, information sheet, etc.) in PDF format. If the customer requires any additional information, they can also contact an advisor by phone.
“At Roederer, two populations in particular have played a leading role. On the one hand, we have the sales representatives, who always want to ensure that the experience of their prospects, and later customers, is as seamless – and, therefore, as integrated – as possible. And on the other hand, there are the back-office teams, who spend a lot of time transcribing files filled in manually by customers, with the risk of errors in re-entering this information”.
— Hamza El Yaagoubi, Roederer Marketing Director
A process to be thoroughly reviewed
The first months of the project were marked by the search for a purely technological response to the issues surrounding signatures. Roederer managers realised that this wasn’t the right approach, because it forced them to adapt their practices to the tool, without asking themselves the right questions.
These questions concerned such important issues as the speed, timing and the even the form of the PDF documents to be signed. This is especially relevant when the regulatory context is particularly dense: for example, when asking a future customer to commit to a SEPA direct debit authorisation.
The project requires a mapping of the targeted customer journey
It was at this point that the Roederer Group turned to Namirial, who offer a remote SaaS solution and who above all had developed an advice and support service for clients looking to ensure the best experience possible for their own clients. This allowed the company to analysis the initial situation, by mapping out the process and looking for a target system to orchestrate the various online subscription stages, by organising the presentation of documents to be signed at the right times.
Just ten days for integration
Among other strengths, the availability of APIs within the publisher tool made technical integration a particularly speedy process, according to the marketing director. The configuration phases lasted only a dozen days, followed by the orchestration of the customer journey and the adaptation of interfaces.
The relevance of the solution ultimately implemented owes much to the fact that the levels of certification offered by Namirial were well-suited to the needs of the Roederer Group.
“In this case, we opted for the first level, which does not require any identity document to be presented. There is a switch from our site to the signature process, managed by the publisher, through which the signatory’s consent is obtained and an SMS confirmation is delivered to them with the passwords which will allow them to finalise their subscription.”
— Hamza El Yaagoubi, Roederer Marketing Director
Legal departments had no reservations
For all those who may be surprised at how quickly this decision was taken with regard to security levels, Roederer offers two explanations. The company took the time to consult with lawyers and, of course, with Namirial.
After conducting its analysis, the company concluded that the level of security provided ensured the most streamlined customer experience possible.
What’s more, their chosen technical solution includes the storage of signed contracts, with evidentiary value.
The Namirial business model is based partly on subscriptions and partly on pay-per-use plans. As such, the Roederer Group can continue to develop their online subscription, based on customer feedback and its recorded performance.
“We didn’t establish any comparison point with the previous situation, but a gain of around 15 to 20 minutes in file processing times appears realistic to us today.”
— Hamza El Yaagoubi, Roederer Marketing Director
Disclaimer: this success story was originally produced by a former group company. It is now presented on the Namirial website for archival and informational purposes. The results, figures, branding, and product references reflect the customer experience at the time of original publication and may no longer represent current offerings or outcomes.