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Whatfix Expands Its Reach in Global Underwriting

Whatfix, a leader in digital adoption platforms, has reached a significant milestone by successfully expanding its deployment within Generali Global Corporate & Commercial’s AGORA underwriting platform. This deployment encompasses 27 countries, including regions across Europe, Asia, and North America. The aim is to improve user experience and operational efficiency for teams based in diverse geographies.

The Journey Begins in Portugal

The partnership between Whatfix and Generali commenced in Portugal back in 2021. Over the past few years, Whatfix's solutions have been gradually rolled out to support workforce teams in Italy, Switzerland, and most recently, the UK. Such strategic implementation is essential as it transforms the way Generali operates within its Global Corporate & Commercial (GCC) segment, marking a pivotal advancement in its digital journey.

Navigating Challenges with a Unified Approach

AGORA serves as the cornerstone for Generali's underwriting processes, integrating critical aspects such as risk engineering, pricing, and claims management into a cohesive global framework. However, as the platform expanded, Generali faced challenges related to user adoption and operational consistency. Users often sought additional guidance when navigating complex workflows, leading to a significant number of support inquiries.

To tackle these issues, Whatfix was chosen to provide contextual, in-app guidance designed to help users navigate the intricacies of the AGORA platform effectively.

AI-Driven Solutions for Digital Proficiency

Whatfix’s AI-enhanced suite will be integrated into AGORA, ensuring that users receive contextual assistance within their workflows. Smart analytics powered by AI will help pinpoint friction areas in processes, allowing for continuous optimization and improvement.

With tools like ScreenSense, Whatfix will provide real-time support tailored to the user's context, thereby minimizing confusion and enhancing the overall user experience.

Aiming for Positive Business Outcomes

The implementation of Whatfix's solutions aims to deliver multiple anticipated benefits:

• - Decrease IT Support Dependency: Users will receive real-time assistance, reducing reliance on IT support for common challenges.
• - Faster Onboarding: The readiness of underwriters will improve, enabling them to reach proficiency levels more quickly.
• - Standardization Across Borders: Consistency across the underwriting experience will be enhanced as the solutions are rolled out across various countries.

Matthew Richardson, Global Head of Operations at Generali GCC, emphasizes, “AGORA is central to how we serve our global corporate clients. Success starts with deploying technology but is realized by ensuring users can confidently follow the right process, every time.” He underscores that Whatfix is not merely a training tool; it's an enabler of adoption and a mechanism for decreasing avoidable support demands.

A Future-Focused Collaboration

As Generali GCC evolves AGORA, the focus will transition from merely deploying the technology to embracing its value. Key aspects that will be refined include improving user proficiency and stability in service delivery, building data trustworthiness, and fostering innovation in underwriting operations.

The announcement aligns with findings from a recent study commissioned by Whatfix and conducted by Forrester Consulting, highlighting the importance of efficient digital adoption strategies in leveraging technology investments effectively.

About Generali GCC

Generali Global Corporate & Commercial provides insurance solutions to mid-sized and large enterprises in over 180 countries. Their offerings are structured for flexibility, covering Property, Casualty, and Specialty Lines, among others. As part of the Generali Group, GCC focuses on innovative parametrically driven solutions that enhance clients’ risk management capabilities.

About Whatfix

Whatfix Inc. is an AI-native digital adoption platform designed to address user challenges in software engagement. Offering a blend of guidance, analytics, and automated support, it aids companies in swiftly realizing the value of their technology investments. Trusted by over 600 organizations, including various Fortune 500 companies, Whatfix operates globally, catering to some of the most regulated sectors.

To learn more about Whatfix and its transformative impact on digital adoption, visit their website.