HDI Assicurazioni chose the HelpdeskAdvanced solution to support the Service Management needs at a corporate level and manage the assistance processes for the agency network and banking channels.
Founded in 2001, HDI Assicurazioni can count on 500 agents distributed equally throughout the territory and a presence made even more widespread by the partnership with important players in the banking sector that complete the Company's sales network. In 2021, with the acquisition of Amissima Assicurazioni SpA, HDI Assicurazioni moved to 11th place among non-life insurers in Italy.
HDI Assicurazioni strongly felt the need to implement an organized system for managing requests for assistance, as it could not continue to do so through more traditional channels such as e-mail or telephone.
Despite the initial use of the platform for typical IT Help Desk needs, the project has gradually evolved from an Enterprise perspective, extending the management of service processes to other business offices.
There are several benefits of the HelpdeskAdvanced solution adopted by HDI Assicurazioni:
• centralized management of assistance reports, which come from internal users and from the network of agencies;
• Distribution of digital and innovative services in the Artificial Intelligence field, such as human and virtual chat on Customer Portal, integration with Teams and WhatsApp Business, for support in the management of related assistance tickets;
• Automated authorization processes for effective management of requests;
• Integration with the toll-free number for a direct opening of a support ticket;
• Guarantee of different levels of service, thanks to a personalized categorization of the service catalog;
• Real time analysis of the performance of services.
"The efficiency that a system like HDA provides has a strong value not only at the level of business processes, but also the management of resources."
Stefano Fratini, Head of Customer Assistance and Service Desk of HDI Assicurazioni
Find out how HDI Assicurazioni has centralized and automates key processes, operations and internal and external procedures for assisting different user profiles by reading the Success Case.