Línea Directa

Línea Directa Aseguradora faced the challenge of transforming the customer experience within the digital environment. The goal was to strengthen customer relations and optimize operational efficiency. The company needed a customer-centric digital strategy, prioritizing the use of mobile devices (mobile first) and ensuring a consistent presence in multiple channels (omnichannel).

O2O has been a strategic partner in Línea Directa’s Digital Transformation program, achieving the following key objectives:

1. Strengthening the bond with customers in the digital environment: O2O designed the Customer Journey to optimize Línea Directa’s digital assets, bringing premium services closer to the end consumer.
2. This has enabled the company to improve customer loyalty and provide a superior user experience.Improve profitability and reduce operating costs: Through a roadmap of projects in various business areas and the IT department, we have implemented solutions that have reduced operating costs, improving the company’s efficiency and profitability.
3. Optimize communication channels: We implemented innovative solutions that personalize customer service and reinforce brand attributes. These solutions, selected after thorough benchmarking, have enabled Línea Directa to improve its communication with customers, offering a more personalized and effective service.
4. Define a new omnichannel digital strategy: together with Línea Directa, O2O has defined an omnichannel and synchronized digital strategy based on four key areas: Mobility, Big Data, Social and IoT. This strategy enables the company to offer a cohesive and seamless user experience across all digital touchpoints.

Thanks to these initiatives, Línea Directa has managed to significantly improve the customer experience and optimize its operations, strengthening its position in the insurance market and adapting to the demands of today’s digital consumer.