Digital Transformation
Digital Transformation
Management Office
“DTMO”
Eman Ashraf
Hesham Mahdy
Medhat Fathy Shoaib
Mohamed Talaat
Mohamed Tarek
Noha Moumen
Yasmine ElHagry
Digital Transformation Vision
“Customer Journey
Transformation”
To become a customer-centric, fully digital auto insurance provider by
reimagining the end-to-end customer journey and optimizing internal
operations. Through the use of modern digital technologies, we aim to
deliver a seamless, personalized, and efficient experience for our
customers while empowering employees with smarter tools and
automated workflows to enhance productivity and service quality.
Digital Transformation
Objectives
Customer-Centric Objectives:
Seamless Customer Experience
Simplified Policy Purchase
Digitalized Claims Process
AI-Driven Policy Builder
Internal Operation Objectives:
Automation of Methods & Tools
Data Centralization and AI Analytics
Agile cross functional Operation
Digital Strategy
• Good Start with new CEO with Digital vision and targeting CDO
appointment
Digital Governance
• Not yet established, company Operates in a tightly regulated
environment
Digital Culture
• Needs work within the resistant management, yet developing "Digital
Curiosity".
Digital Customers & Channels
Digital • Need to work on Age demographics and build wider customer base
Readiness
and be more approachable. Enhance customer experience with
improved products and services.
• Exploring partnerships with third-party data providers, given the
Assessment current Strong reliance on~800 independent agents.
Digital Organizations & Processes
• Lots of manual processes still there, need to reduce cycle time (25
days), but started using Data Analysis tools.
Technology Management
• Main focus on Infrastructure so need to move to having fully
Integrated system across different functional teams.
Digital People and Capabilities
• Train people to newly used tools to have better cross functional
operations
Top Priorities
Customer Journey Digitalization of Internal Culture Change and Developing
Transformation Operations Digital Mindset
From Quote to Claim, "Insurance Made Streamlining Internal processes for faster Empowering Teams to Lead the change
Easy" for our customers, with more & smarter workflow. while honoring company roots
control, clarity and confidence "Digitizing Operations" "Vision & Strategy"
"Digitizing customer journey"
Top Priority: Customer Journey
Transformation
Mobile/Web Self-Service Application
Customer Application with AI empowered
capabilities for efficient interactive user
experience
Initiate Usage-Based Insurance
Policy Customization Service using
telematics, Data Analysis and AI usage.
Add reward system through pricing,
loyalty points or cash-backs, using the
driving habits data.
