Sara Assicurazioni: customer loyalty secured with electronic signature

The Success Stories told by our clients

Sara Assicurazioni’s digitalization journey began in 2017, with a restructuring of its IT infrastructure, followed the next year, in 2018, by a considerable leap forward: “That year we started rebuilding our business applications and migrating all our systems to the cloud, and in 2019 we began developing our first digital products, which we integrated with customer relationship management platforms thanks to synergies with our partners,” Luigi Vassallo, Chief Operation Officer at Sara Assicurazioni, tells us. “Ours was a strategic decision from the very start. We knew that such a fast transition would be operationally demanding, but at the same time we knew that not doing it could have put us at a disadvantage in the market. It’s a decision that paid off even further at the start of the pandemic, when we found ourselves prepared.”

Sara’s journey didn’t stop even during this unusual year, marked by the pandemic, which for many was a real test: supported by a solid internal change management programme, in September 2020 the insurance company turned to Intesa to design a self-onboarding and electronic signature solution for the benefit of its customers, which went live in November of the same year. “We’ve now reached a stage of complete technological maturity, where our customers are used to carrying out transactions on mobile devices, using the camera as a recognition tool to register with SPID or open a bank account,” Vassallo continues, “We’re really pleased that it’s now possible to become a new Sara Assicurazioni customer while sitting comfortably on your sofa at home.”

Thanks to this new implementation, Sara Assicurazioni continues to stay ahead of its competitors, being one of the first insurance companies to adopt a solution that enables fully remote customer acquisition and document signing, following the example set by banks. “We insurers are finally offering services that our customers are already used to as clients of the most modern banks, so offering a self-onboarding service supported by remote electronic signature is just a first step towards closing a significant gap in digital services that have long been available in other verticals of the financial world.”

Sara Assicurazioni’s self-onboarding solution with advanced electronic signature (AES) and qualified electronic signature (QES) makes it possible to send the signing procedure to both new customers and already recognised customers, and to digitally archive the signed documents in compliance with regulations. Thanks to the integration and customisation of the signing portal, all documentation is then made available to the user both by email and in the Home Insurance portal, the personal area for Sara Assicurazioni customers, where it remains available for consultation at all times.Rosa Pagano, Head of the Legal Department at Sara Assicurazioni, points out that the implementation of electronic signature has had positive effects not only on the customer experience, but also on the regulatory soundness of the company’s information management and archiving processes, on customer loyalty and on the company’s image. “The AES solution with self-ID designed with Intesa brings significant benefits for the customer, who can use a remote signing service and the dematerialisation of paper documents while maintaining adequate regulatory and legal guarantees: the signature cannot be forged, and the integrity of the documents is guaranteed and legally valid. Our choice was to offer a service that meets regulatory requirements, but is also reliable and secure.”

As a sign of continuity with Sara Assicurazioni’s rapid transformation from 2017 to today, the electronic signature solution built by Intesa with Docusign is also part of a more ambitious plan to digitalise the customer experience. According to Amir El Saidi, Director of IT Business Factory: “Digitalising signing processes is undoubtedly a huge advantage for everyone involved, not just for the company. For example, for payments via SaraSuperPay, our remote payment method available to agents, or for activating certain promotions directly from our SaraConMe app. The solution designed with Intesa has contributed to the digitalisation of the entire process of acquiring customers’ corresponding documentation, and this has also supported us in implementing these additional services, personalising the customer experience.” For Sara Assicurazioni, then, this Success Story is only just beginning.

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