Digital world of insurance

For its 100th anniversary, Niederösterreichische Versicherung (NV) is reinventing itself – online. NV’s new online concept, a “digital world of experience” for customers and consultants, was implemented together with adesso Austria.

The new website got its start nv.at 2020 with a workshop: Expectations were defined and written down. That’s how the ball started rolling – a rough concept and a prototype of the new online presence followed. In a next step, a wide variety of software systems, including open source solutions, were scrutinized. Which solution was the ideal for the NV? After the supplier presentations and after an in-depth analysis, the die was cast: “FirstSpirit”.

With this, adesso Austria is providing NV with a modular system: that “FirstSpirit Experience Platform” enables an innovative and personalized type of communication with customers. Through the heart of the platform, the hybrid content management system, as well as through omnichannel marketing functions and AI-controlled personalization, NV can create customized customer experiences and provide them across all channels and along the entire customer journey.

First step: record all products

The NV products were recorded as data using “FirstSpirit”. All the relevant content has been entered and is now being continuously updated so that chatbots and other comparison platforms can also be used in the future. The content flows into different output channels. In this way, a digital consultation process can also be set up around the NV offers. Tom Strube, Team Leader & Managing Consultant at adesso Austria, explains the advantage of the new platform: “A great added value of this digital experience platform is ‘What you see is what you get’. So when the editors are editing the content of the NV website, they are in editing mode and see every action taken immediately. This minimized the effort involved in entering current content.”

The cooperation worked well, according to Eva Keglovits, Head of Marketing & Advertising at NV. The team around Tom Strube, Team Leader & Managing Consultant at adesso Austria, implemented the website within a few months – so the platform can be launched in time for the anniversary. (Image: NV & adesso Austria)

Second step: create experiences for customers and consultants

Of course, the new platform scores with a modern design and has all the important basic functionalities. But the new nv.at is more than an information site. Customers can easily search for consultants – and easily find and contact them. “We set ourselves the goal of creating an experience for our customers and consultants. A classic website was not enough for us. With the digital experience platform, we create real interactions, also using gamification tools, such as the online calculator for motor vehicle tax,” emphasizes Eva Keglovits, Head of Marketing & Advertising at NV.

Third step: personalized information

NV still has a lot planned for the platform in the future: data will be generated via the digital experience platform. Each user receives the most relevant information on the website, the content is personalized – this in turn leads to a personal experience. NV sales are also more extensively supported by the digital experience platform.

Anniversary launch

NV’s digital experience platform was successfully implemented within nine months using Scrum – in regular coordination with those responsible at NV and a total of 17 adesso experts who, among other things, were responsible for the analysis, development, concept and design as well as the search and SEO optimization were responsible “Our requirement to make the customer journey more attractive could be realized. adesso Austria is an eloquent partner who encourages us to take the path of creative implementation in order to create an all-round experience for customers and consultants. Together with adesso Austria, the schedule and the budget for the implementation of nv.at were adhered to. For the 100th anniversary of NV on January 16, 2023, the digital experience platform went online,” concludes Eva Keglovits proudly.

(Cover photo: NV)