Ladislav Bartonicek

Chairman of the Board & CEO

Ceska pojistovna a.s.

Na Pankraci 121, 140 21 Prague 4, Czech Republic
tel. +420 261 319 165

Role of New Technologies in Improving Client Service Level

Case study of Ceska pojistovna

• New production system
o TIA – non-life production system
o New technologies help to easier product launching

• Decentralized vs centralized back office (Customer Service)
o Moving from 80 „small insurance companies“ into one centrally managed back office
o Branches focused on business
o Creating SLA for particular processes
o Process optimalization

• Personal / paper communication vs modern technologies (telephone, Internet, digitalization...)
o Workflow of all documents digitalized, no more „paper“ work
o Most clients use telephone for communication
o Communication Centre build on up-to-date phone services (IP Telephony)

• Underwriting, administration and claims handling in centralized Customer Service
o Unified metodics
o Higher quality of services
o Better process management
o Decrease of insurance frauds

• Payments centralization
o Reduced number of bank accounts used
o Lower error rate of payment processing (matching payments)
o Complex information about client and his payments
o Automatization – cost reduction and simplyfication of IT infrastructure

• Productivity and cost reduction
o Reduced operation costs
o Reduced # of non-business employees
o Increased productivity
o Reduced cost of claims

• Improving and measuring client satisfaction
o Reduced error rate
o Unified quality of service for all clients
o Measuring (research) of the level of client / business partner satisfaction showed significant improvement