Alinma Tokio Marine had focused extensively on corporate sales, but they saw huge potential in developing their retail market in Saudi Arabia. However, in order to grow their retail business, there was one major challenge: their prospect customer base was digitally savvy, but the majority of Alinma Tokio Marine’s retail business was conducted offline using time consuming manual processes.
The company wanted to offer an improved customer experience through an online platform, and believed this would be a strategic key to increasing their retail sales within the Saudi region. The challenge was to create an innovative digital platform that would improve automation and customer service, satisfy a customer base with high expectations, and position ATMC as a digital leader in the insurance industry.
Requirements for Website and Customer Portal
For Alinma Tokio Marine, it was vital that the new company website and customer portal:
- incorporated services and payment gateways
- enabled customers to buy new motor policies, view and download documents, and raise complaints
- allowed ATMC employees to check cases and provide customer support
A Platform for Easy Integration
With these business challenges in mind, Alinma Tokio Marine searched for a suitable digital platform to host their new website. The project would be integration intensive, offering multiple channels through one overarching site. This made it important to find a platform with as few restrictions as possible, which could deliver a scalable, secure framework with an integration layer for other services and features. Extensive research into potential digital solutions led ATMC and their IT provider, Ejada Systems Company Ltd, to choose Liferay DXP, due to the system’s outstanding performance results and ability to offer a scalable framework able to integrate different formats with ease. Ejada Systems Ltd believed Liferay DXP was a clear choice due to the myriad of options the platform’s integration capabilities enabled.
Find out how ATMC was able to increase sales and customer satisfaction through their new website and customer portal built on Liferay in the full case study.