Interamerican Assistance Management Solution

A new chapter has begun at Interamerican SA, as Emphasis Telematics SA provided a modern and complete Assistance Management Solution for the Road Assistance and Health Assistance departments.

Emphasis was chosen to be a Strategic Partner, as Interamerican continues its rapid and dramatic transformation to a digital Insurer based on innovation and digital technology applications, to replace the dated and restrictive system used.

The solution provided was developed in full by Emphasis using the latest technologies and was tailored to meet specific requirements as well as to serve the greater digital strategy of Interamerican.

Interfaces and interconnections to other vital Interamerican Systems for data and information exchange have been built, to ensure the best cooperation within the organization. The Assistance Management Solution is interrelated to i-Care, 360° Customer View, MDM and CRM platforms, as well as Operations ‘n’ Excellence Platform.

Our solution is used to improve customer support, minimize response times and provide a friendlier experience to the users. It is currently used by more than 500 company users and associates, to provide support to more than 1.000.000 customers.

Main solution components:

• Contact center application to input and manage callers’ requirements, enriching available information and improving response times,

• e-track fleet management system to monitor and manage Interamerican vehicle fleet consisting of more than 400 mobile workshops – vehicles,

• Mobile application to inform and guide Interamerican drivers about incidents, to monitor incident servicing progress and to register services on the field,

• Reporting and Business Intelligence Solution to monitor and provide information on KPIs and performance.

Emphasis was highly involved in the requirement analysis process acting as a Strategic partner, providing more than just a solution that meets client needs. The followed approach enabled the provision of a sustainable, future proof, modular and easily expandable solution.