Customer Portal with Self-Service for Insurance Broker
Development of a customer portal with login, contract dashboard, document upload, and self-service features — including complete process design.
Starting Point
The broker handled 40+ daily customer inquiries about contract status, documents, and claims via phone and email. The team was overwhelmed and customer wait times increased to up to 48 hours.
What We Built
We designed and built a customer portal with personal login, contract overview, document upload for claims, and a self-service area for common requests. Before that, we analyzed and optimized all customer processes.
Result
Phone and email inquiries dropped by 70%. Average processing time for claims decreased from 48 to 4 hours. Customer satisfaction increased to 4.8/5 stars.
Technologies Used
We finally have clarity on our KPIs. The dashboard shows us daily where we stand and where we need to adjust.
Thomas B.
Owner, Insurance Broker
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