Metodo - Customer Interaction Manager Qorus-NTT DATA Innovation in Insurance Awards 2025

Concept and Objectives: MeToDo is a revolutionary customer management tool developed to support Generali Italia's "Lifetime Partner: Driving Growth" strategy, with a particular focus on the "Lead Innovation" pillar. The primary objective of MeToDo is to provide consultants with a unified platform to access all client-related activities and tasks, both in-office and on mobile/tablet devices. This tool offers real-time data and integrated functionalities for customer management. The goal is to enhance customer interactions, increase touchpoints, fast responses and support up-selling and cross-selling through 100% digital and paperless processes.

Reasons Behind: The creation of MeToDo was driven by the need to streamline customer management processes and provide a seamless experience for consultants and administrative staff. By consolidating all customer-related information and activities into a single platform, MeToDo aims to improve efficiency, reduce manual tasks, and enhance the overall customer experience. The tool also aligns with Generali Italia's omni-channel strategy, ensuring consistency across various customer touchpoints.

State of Competition: In the competitive landscape of customer management tools, MeToDo stands out by offering a comprehensive and integrated solution tailored to the specific needs of Generali Italia's sales network. Its unique features, such as real-time updates, unified customer view, and advanced analytics indicators, provide a competitive edge over other tools in the market.

Sources of Inspiration: MeToDo draws inspiration from best practices in customer relationship management (CRM) and digital transformation. The tool incorporates advanced analytics, omni-channel strategies, and user-friendly interfaces to create a robust and efficient customer management system.

Departments Involved: The development and implementation of MeToDo involve collaboration across multiple departments, including IT, Sales, Marketing, and Customer Service. Each department plays a crucial role in ensuring the tool meets the needs of its users and aligns with the overall strategic objectives of Generali Italia.

Main Results So Far: Since its launch in July 2023, MeToDo has enabled the Generali Italia sales network to access key functionalities such as policy expiry dates, premium values, customer requests, and payment functionalities. The tool has provided a unique customer view, allowing consultants and administrative staff to access comprehensive information on customers, policies, payments, and commercial opportunities. Future plans for 2025-2027 include additional tasks to boost commercial activities.

Operational Benefits: Organize activities by deadline; Real-time updates on customer-related information and activities; Direct access to customer-related information in a single point; Add notes and remarks for each contact

Commercial Benefits: Unified Customer View for policy due dates and initiatives; Enhanced Customer Interaction Management; Immediate Visibility on Commercial Levers; Streamlined Access to Portfolio Management Systems

Additional Features: Voucher-based initiatives; Portfolio updates with recommended processing priority; Timely contact lists for seizing contact opportunities; Branch initiatives.