UnipolMove: Unipol Group is the first mover to break toll fee monopoly in Italy Qorus Innovation in Insurance Awards 2023

Starting from the opportunity offered by regulatory liberalization and leveraging on our distintive beyond insurance strategy based on internal ecosystems realization, the idea was born in 2019 and then in 2022 we announced the go live to open a competition in the toll fee market. We started the project from a specific business model and market analysis, a design of technological solutions - with a strong idea generation from other business (i.e. telecommunications, e-commerce and e-services) - to gain the challenge to create a real distinctive UnipolMove service, having to enter in a very competitive market segment and guided in the last 30 years by a single monopolist player. To achieve the ambitious objectives of the project, from a technological point of view we have selected the best technologies for each area (i.e. CRM, BPM, CPQ, Billing, Data Analytics Platform, ...), which we have subsequently integrated with the technological and process components already available in UnipolTech, the tech company of Unipol Group. Starting from the idea to the activation of the service, just over 2 years have passed thanks to: - Strong synergy and focus of both Business and IT team on project objectives, - A very fast decision making process - Exploitation of the native features of the technologies used - Collaborating with specialized Technological Partners To guarantee Omnichannel, we have created a backend that orchestrates all the sales and post-sales use cases through a BPM platform in order to have a dynamic adaptation to the needs of the different touchpoints (currently there are 6 different Touchpoints fully integrated and directly managed by us). In this way the customer is always guided and facilitated. Furthermore, having delegated the creation and management of the customer's offer to a dedicated CPQ tool, it allows us to evolve the offer in a simple and personalized, based on 2 main offers: monthly fee and pay per use. The selection of the best offer for the customer is done in real time. The strong process automation that we have pursued and implemented through the BPM component allows us to have precise control over all processes, both internal and with integrations towards external systems, reducing times, costs and increasing customer satisfaction. We directly create and manage all the touchpoints, with a continuos improving of the customer experience. Through the integration and pervasive use of analytics tools on all touchepoints, we collect a large amount of data on customer behavior. This data is used, both in real time and integrated with transactional data, with open data and with other data in our Big Data platform in which we have and are implementing analysis and discovery algorithms both for marketing purposes and for evolution purposes of the UnipolMove offer.