a pivotal moment
“Univé was facing several simultaneous challenges,” explains Raymond Rumph, Senior Business Analyst at Univé. “The legacy IT and security were reaching their end of life. At the same time, we were managing two web portals for non-life and life insurance customers and a business web portal for non-life customers, plus an app for non-life and life insurance customers. Our Board challenged us to find a way to provide it all on a single platform.”
As a highly customer-centric organisation, Univé’s priority was to ensure a satisfying customer experience. “We wanted an app that we could develop along with customers”, Raymond says. “So, instead of releasing the app when it was ‘done’, we released it when it was good enough to share and then build upon based on customer feedback.”
the first single-sign on solution of its kind
Univé assembled a “dream team” of internal and external business partners, including OneWelcome. In addition to providing more secure customer authentication, OneWelcome developed the first, compliant single sign-on (SSO) solution for both life and non-life insurance in the Netherlands.
“Not only that, OneWelcome helped us ensure the frictionless on-boarding of our current customers. They signed on with their existing user name and password, and were automatically migrated to the new Identity Store. This makes the solution even simpler for them,” Raymond explains.
“We needed a mobile solution that we could tailor to our needs,” Raymond continues. “OneWelcome provided a mobile-first, out-of-the-box solution that was lean and flexible, and helped us define the specific attributes we needed. What I liked best was that OneWelcome works like an agile start-up: There are no layers between their experts and the project teams. They think along with us and are flexible on the fly. At the same time, they deliver the same high quality as an enterprise company.”
a smooth transition with OneWelcome
To ensure that customers could easily access the new system, OneWelcome helped Univé with a swift shut-down of the legacy system. We implemented a strategic architectural design that allowed the legacy identity store to be incorporated into the new platform. This enabled Univé to seamlessly migrate over 138,000 accounts.
Raymond explains that it’s OneWelcome’s agility—and collaborative skills—that make them an ideal partner for secure authentication. “OneWelcome has given us a strong foundation upon which to continuously grow and develop the app with our customers. Of course, that requires a lot of flexibility. OneWelcome is ready to move along with us, just as we need them to be.”
a flexible, customer-focused solution
Since the new app and web platform launched, Univé has introduced a number of new features. Customers especially like that they can now photograph their medical bills and send them directly to Univé from their mobiles. They also have insight into their remaining co-pays and the status of their non-life insurance claims.
Even better, the new Univé app helps them locate a doctor if they are in need of a second opinion, or find a repair shop in their neighbourhood. “While there’s still some work to do to fully optimise the Univé platforms, we’ve established a very strong baseline for further development”, Raymond says. He is also confident that he has found a solid partner in OneWelcome, with solutions that are flexible enough to adapt to Univé’s customers ever-changing needs: “OneWelcome thinks along with us to develop the right solutions.