MyFidelidade App – The first smartphone app for Fidelidade’s clients

As a fundamental pillar of Fidelidade’s omnichannel strategy and ecosystem, the MyFidelidade app – the first smartphone app from Fidelidade – is a new channel and tool designed to provide all the information our clients need to manage their relationship with Fidelidade on the go, anywhere. Our goals were clear: to strengthen relationships with our clients by providing relevant features and services; increase and diversify touchpoints beyond mostly-negative moments like premium payments and claims; to provide the tools for ours client’s self-service and autonomy, thus building a tighter omnichannel experience – integrating offline and online channels – catering to a younger client, increasingly used to manager their lives on a mobile phone and other digital platforms. The MyFidelidade app (available for Android and iOS), was launched with an initial set of mobile-centric key features allowing our clients to: manage auto, health and home insurance policies; keep up with claims processes with real time push notifications; do location-based searches for nearby auto and healthcare providers; request roadside assistance with full autonomy; and, whenever needed, to schedule a call with their insurance agent or call Fidelidade’s contact center. Still in a soft launch phase restricted to employees and selected partners, we have already garnered a base of 1000 active users that have already provided insightful and actionable feedback. Led by the Marketing team, this project required a multidisciplinary team with elements from IT, Claims Management, Product Management and Commercial Support departments.