ItalyCategory
Customer Experience ReinventedKeyword
Customer acquisition & loyalty, Customer experience, Operational excellence & efficiency, Digital channels & Omnichannels, Legal InsuranceBusiness Line
AssistanceDistribution Channel
Agents, Bancassurance, Brokers
Innovation presentation
DAS Connect is a chat-based legal advice service, accessible via a dedicated app.
The service complements and complements the existing "DAS per Te" policy, expanding the channels available to customers: in addition to telephone advice, the insured can obtain immediate legal support via digital messaging.
Using the app, legal advice can be made more accessible, immediate, and user-friendly, thanks to a modern interaction consistent with users' digital habits; friction can be reduced in the initial contact between the client and the legal organization; and the perceived value of the policy can be enhanced, differentiating it in the legal protection market.
The project responds to several strategic needs:
Digitalization of the customer experience, as many users prefer asynchronous, rapid, and text-based channels.
Create continuity between telephone, app, and traditional channels, promoting multi-channel collaboration.
Streamlined request management, with the ability to classify and route requests to streamline the process.
Process traceability by monitoring the request → consultation → claim process.
The app positions itself as a pioneering tool in the insurance legal consultancy landscape.
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