ING Insurance Czech Rep. & Slovakia Case Study

Organization

ING Insurance Czech Republic and Slovakia are members of ING Group, a global financial institution with 200-years of experience in banking, investments and insurance. ING has been operating subsidiaries within the Czech Republic and Slovakia since 1991 establishing itself as one of the first foreign life and pension insurance service providers within the region. ING has a worldwide market share of more than 85 million customers in 40 countries and occupies a leading position as an insurance provider within the Czech Republic and Slovakia.

Challenge – Increased Technical Flexibility & Market Adaptability

In order to better service its customers with an improved online offering, ING Insurance Czech Republic and Slovakia initiated a program to fundamentally revise its portal technology framework consolidating their existing heterogeneous portal applications into a centralized modern web-based platform with a goal to:

Offer an elect-to-select unified customer self-care portal for its entire product & service offering
Support direct and indirect sales channels by offering customers a powerful alternative to service their accounts
Improve flexibility of its online communication channel to the market and shorten lead-times for adaptive changes

Resolution

ING Insurance Czech Republic and Slovakia decided that a customer portal would be the best functional and technological fit, and following an exhaustive pre-study, Liferay emerged as the most suitable technology. The Emeldi Group was elected as the Liferay implementation partner to deliver their unified DSS portal platform:

Deploy a comprehensive self-service portal for all ING Slovakia customers offering full control on their pension insurance products
Design, architect, and implement a functional-rich and robust portal framework with the flexibility to satisfy ING Insurance Czech Republic and Slovakia’s current and future business objectives

Business Value Added

Following the Emeldi Group’s successful delivery of the DSS portal platform implementation running on the Liferay Portal, ING has introduced unparalleled online self-service functionality to their customers increasing customer intimacy and confidence in the ING brand and its offerings. Since deploying the initial phase of DSS, ING has continued to work with the Emeldi Group (their preferred implementation partner), on additional portal framework development and enhancements reinforcing its competitive edge on the insurance marketplace in the Czech Republic and Slovakia.

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