Fidex

The challenge

FIDEX has 20 years of experience offering asset protection solutions in the insurance and corporate finance market. Additionally, they have stood out as a driver of risk management practices and methodologies.

FIDEX's customer service was traditionally conducted through emails, phone calls, and direct contact with people. However, this form of service was losing effectiveness against new technological tools in the market. One of the main difficulties was the inability of their human capital to handle requests outside of business hours, which caused accumulation of unanswered requests and delays in insurance claims attention, a critical issue in this industry.

The solution

Faced with this problem, FIDEX partnered with iNBest to find a solution that would improve their operation and customer service. Through close communication and weekly feedback, the proposal that would solve their challenges was developed.

The solution consisted of implementing a WhatsApp chatbot called Fidenxio. This virtual assistant was designed specifically to provide users with tailored information in a flexible and timely manner. Fidenxio is able to provide information about insurance contracting, resolve questions about policies, and most importantly, guide users to report a claim instantly. The chatbot has access to a secure database, allowing it to obtain the applicant's data and file the claim report, whether for major medical expense insurance or auto insurance, without the need for contact with a person.

FIDEX collaborated closely with iNBest's team of experts, training them to fully understand their work model. This allowed developing a conversation close to the customer service experience that FIDEX provides, thus ensuring the chatbot's effectiveness and an excellent experience for its users.

Results

• Faster and more efficient user follow-up
• Significantly streamlined claims attention
• Adoption of additional digital tools
• Continuous technological innovation in the company