ITC DIA Europe

Guidewire: Personalized and hassle free customer journey with among others a chatbot and Facebook messenger service

Written by Roger Peverelli and Reggy de Feniks - Founders The DIA Community on May 29, 2017

Guidewire is the world largest software engineering organization working exclusively for the global Property and Casualty (P&C) industry. The Californian based company builds software products that help P&C insurers replace their legacy core systems and transform their business. Providing insurers with solutions for the main drivers for a successful customer journey; digitalization, personalization and a real omni-channel strategy.
Designed to be flexible and scalable, Guidewire products enable insurers to deliver excellent service for all stakeholder within the insurance lifecycle, increase market share and lower operating costs.
The company invests heavily in R&D so the Guidewire platform evolves to meet insurers future needs. Their platform is based on three elements – core processing, data and analytics, and digital engagement. These work together to strengthen the insurers’ ability to engage and empower their customers, agents and employees. Allowing insurers to select, deploy and upgrade best-of-breed applications individually or as a pre-integrated suite, according to their requirements and priorities.

More than 260 P&C insurers off all sizes and business lines around the world have selected Guidewire. In Europe alone they have over 45 customers across eleven  countries.

Guidewire has helped insurers achieve a wide variety of projects such as: implementation projects including the phased replacement of legacy core systems by business function (underwriting, claims and billing), greenfield projects, where an entire core system is implemented at once to support business expansion, implementations of systems to support new companies and the implementation of digital engagement systems.  These experiences strengthen Guidewire’s ability to share ideas within their customer community, and to incorporate global learning into their platform. They are chosen for their technology and their track record.

Building an optimal customer journey
An optimal customer journey must be tailored to the needs of the customer and not the needs of the products and processes of an insurer. That’s the strength of Guidewire where the customer requirements and the technology requirements are equally important throughout the whole general insurance lifecycle.

The Guidewire benefits:

  • Differentiated products: create differentiated product offerings so insurers can offer both product choice and custom solutions to specific customer segments
  • Speed-to-market: bring offerings to market faster by efficiently making changes to products and pricing
  • Digital engagement: drive more meaningful customer interactions through digital engagement and by providing an omni-channel experience
  • Increased productivity: provide insurance knowledge workers with the insight and tools they need to be more productive
  • Agent empowerment: automate agent interactions to improve their responsiveness to customers
  • Streamlined claims handling: reduce costs and increase satisfaction with streamlined claims handling
  • Better decisions: organize and manage data to support better decisions by insurance workers, agents, and customers

Why we selected Guidewire for DIA Amsterdam
In the current environment of rapid change, core processing, data analytics and digital engagement hold the potential to optimize the insurance lifecycle. Guidewire’s portfolio is built on these pillars whilst putting the customer at the center of the business, rather than the policy.

Guidewire’s show and tell at DIA Amsterdam focused around the insurance customer who wants to get insurance in a quick, easy and personalized way: a flexible API connects  the core business services with different state-of-the-art digital interfaces to seamlessly connect insurers core operations. René Schoenauer, Product Marketing Manager EMEA at Guidewire underlined this with a demo in which he created an insurance quote for a small business owner in a very easy and quick way, using a chatbot and Facebook messenger service. Because the interface is directly connected to a policy administration system in the backend he could create a quote that is delivered instantly to the customer through the same Facebook messenger chat.

Who are Guidewire?
In 2001, the company was founded in Foster City, California by six people: Ken Branson, James Kwak, John Raguin, Marcus Ryu, John Seybold and Mark Shaw.

Guidewire is traded on the New York Stock Exchange under the ticker symbol GWRE. The company went public on January 25, 2012 at an initial public offering price of $13.00 per share.

“Communication and interaction always happens for a reason. You need to look at this from your customer’s perspective and understand their needs. Digitalization, personalization and a real omni-channel strategy are the main drivers for creating successful customer journeys!” René Schoenauer, Product Marketing Manager EMEA, Guidewire


Presenter: René Shoenauer

Contact Info: Danielle Williams
Email: [email protected]

Amsterdam 12-13 June


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