THE OPPORTUNITY

Dealing with the cost of fragmentation in a competitive market

In 2024, the insurance sector became highly competitive, making it difficult for mid-sized organizations to offer enterprise-level service. Even though the Spanish firm has maintained a diverse portfolio, it had to face these challenges directly.

"Customer expectations have fundamentally shifted," explains the operations director. "People expect the same responsiveness from their insurance provider as they get from their retail apps. We couldn't deliver that as promised."

The company was losing ground despite solid client relationships. Instead of interacting with customers, agents spent more time looking up information. Eventually, the firm had to decide whether to accept a steady decline in its market position or completely change its operations.

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THE SOLUTION

Building an automation architecture for end-to-end customer engagement

After realizing the fate, the firm took the initiative to overhaul its customer interaction model. Rethinking how information moved and how customers interacted with each touchpoint was necessary to achieve the goal.

In collaboration with Innogenio, the insurance firm implemented an automation architecture based on three fundamental ideas: intelligent orchestration, adaptive customer engagement, and unified data.

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Intelligent voice automation

At the heart of the transformation sat an AI-powered voice agent built on Retell AI technology. It was integrated seamlessly with the brokerage's Go High Level CRM platform. Unlike traditional interactive voice response systems, this solution can identify customer intent and can intelligently route inquiries.

Unified data

In parallel with the voice automation deployment, the brokerage undertook meticulous work to connect its fragmented data. Policy administration systems, claims management platforms, and customer communication logs were integrated through APIs and middleware.

Previously, representatives had to toggle between four or five applications to piece together a customer's history. From now on, the system monitored policy information, communication preferences, and interaction patterns - keeping everything under one roof.

Segmented workflows

The group has also created workflows tailored to specific client groups. Risk management consultations were provided to high-value commercial clients; individualised policy reviews were provided to life-term customers; and automatic status updates were triggered at significant milestones for ongoing claims. For younger policyholders, quick SMS updates kept them informed.

"The shift wasn't just technological - it was cultural," notes the firm's operations director. "Our team needed to see themselves not as information processors but as strategic advisors supported by powerful tools. That mindset shift took deliberate effort and strong leadership commitment."

THE IMPACT

Within twelve months of full deployment, the transformation delivered results that exceeded our initial expectations.

Average claims response time dropped from 15 minutes to under 3 minutes, a 55% improvement.

Lead conversion rates climbed by 42%.

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"It feels like they actually know me now," one long-term policyholder noted in feedback. "I'm not starting from scratch every time I call."

The impact extended beyond operational improvements to strategic positioning. The firm could now identify which communication channels drove the highest engagement and where. These insights fueled continuous improvement, keeping the insurance company evolving with market demands. From the customer's view, they got the best of both: instant, 24/7 access to information paired with expert human guidance when needed.

As an added advantage, the voice automation technology proved valuable for serving diverse customers. By applying natural language processing across multiple languages and regional dialects, the system reduced barriers that had limited its market reach.

By focusing on the right integration with Innogenio, the firm achieved enterprise-grade capabilities while preserving the processes that just worked.