Assist Card is a global company in comprehensive travel assistance, founded in Switzerland in 1972. It has been part of the STARR COMPANIES group since 2011.

Pioneer in developing the concept of assisting people on travel, providing them with immediate service in the event of any eventuality without disbursement of money, anywhere in the world, 24/7 and in the same language.

Country: Argentina

Industry: Insurance

Size: from 1.001 to 5.000 employees

Context

In the year 2013 faced with the constant growth of the smartphone market, Assist Card saw the need to develop its own mobile application. With it, they could improve travel assistance for all their policyholders by offering a differential service in the market. Users could access information and assistance about their travel insurance from any country in which they were located.

The company called for an open bid to which several competitors presented themselves, with The App Master being the selected one.

Strategy

Worked together with the client in the design and structure of the mobile application and the administration Back-End. Part of the strategy consisted of channeling telephone inquiries through a brand new chat feature in order to reduce operating costs. This last point required working closely with the client’s internal team in order to integrate the platforms into existing systems.

We proposed to develop native applications for iOS and Android (and at that time we also worked on a Windows Phone app). It not only allowed to manage consultations by chat but also to automatically refer consultations to medical personnel in the vicinity of the user’s location.

The application would also include modules that allow users to consult tourist information related to their trips, flight information, news, weather forecast, etc.

Achieved Milestones

We designed a powerful Content Management System in the back office that allows employees to manage current services / providers, upload new content and answer queries that arrive via the application’s integrated chat.

  • Decompression of up to 60% of the Call Center’s workload, improving response speed and quality of service.
  • A product more suited to the needs of travelers adding value to the current service proposal.

In later versions of the project it was also included:

  • Online video chat: Direct contact with doctors in case of emergency when traveling abroad.

Excellent results, very good attitude of the developers and TAM owners in order to fulfill the objectives. Their commitment and agile mindset stand out to us.

Fernando Broder, CIO at Assist Card