At the same time the company took the opportunity to rebrand and completely revamp the Auto Direct website with typefaces, colour palette and imagery all being refreshed. Brand mascots were also introduced.
As one of CDL’s longest standing customers, AIS has been using the Classic platform for a number of years and the decision to move to the Strata platform was partly driven by a desire to provide Auto Direct customers with the ability to fully self service their insurance policies.
The Strata platform provides customers with their own self-service portal where they can make any mid-term changes to policies and where all policy documentation is securely stored.
Designed with customers at its heart, the self service portal has seen significant take up. In its first month since launch, 97% of new Auto Direct customers registered to use the facility.
As part of the move to the new platform, AIS is the first CDL broker to utilise an innovative document upload facility. This allows customers to scan and upload documents such as proof of no claims bonus and copies of driving licences directly to the AIS administration team reducing time and helping to eliminate postage and paper consumption. The contact centre can then service the customer more quickly and efficiently, improving the customer journey.
Jason Banwell, Managing Director at AIS said: “This development continues Ageas’s commitment to providing high service and making it easy for customers to buy and amend their insurance policies. I am confident that our enhanced website will deliver an even greater customer experience with Auto Direct."
Nigel Phillips, CDL business strategist said: “We are delighted that Ageas has seen such significant demand for self-service. There is no doubt that consumers want the convenience of being able to manage their policies online and there are huge cost savings to be made for brokers in going down this route. As well as eliminating postage at point of sale, the portal can be used for mid-term adjustments such as change of vehicle, change of address or adding a driver.”