Artificial Intelligence enhances the role of agents at Bene Assicurazioni
While they expertly deliver innovation and quality to their customers, Callaway Golf’s previous planning and reporting tool wasn’t making the cut. To evolve their enterprise, the sports giant decided to replace their outdated planning software with SAP Analytics Cloud for planning.
Together with Avvale, Callaway Golf successfully implemented SAP Analytics Cloud across their global enterprise in just 6 months. Now, Callaway Golf has a single, consolidated planning solution that has enabled streamlined expense and asset plans so they can focus on what they do best– revolutionizing the sporting world with cutting edge equipment.
Bene Assicurazioni, a young yet solid player in the Italian insurance landscape, offers a full range of solutions for both Consumer and Business markets. With a structured and innovative approach, the company puts the customer at the heart of everything it does, successfully combining a traditional agency network with a direct sales channel through its official website. As a digitally native company, Bene Assicurazioni was founded with a strong drive to innovate and continuously evolve its technological assets, enhancing the tools and services it provides to its network of intermediaries and, in turn, improving the end-customer experience while also boosting internal efficiency.
The Challenge
Bene Assicurazioni’s agents face complex challenges every day: streamlining daily operations, meeting growing customer expectations with timely, personalized, and high-quality insurance advice, and developing value-added tools and services for their intermediary network. On top of this, they must constantly pursue innovation while managing a broad, ever-evolving product portfolio that is frequently affected by regulatory updates.
To provide accurate, timely responses to customer inquiries about policies, regulations, and product details, agents often need to manually search through large volumes of complex documents and navigate multiple administrative processes,directly impacting their efficiency and the overall quality of service.
The challenge is clear: reduce the burden of repetitive, low-value tasks and elevate the agent’s advisory role by equipping them with tools that integrate technology, expertise, and human connection. This would allow agents to focus their time on business development activities, rather than getting bogged down by cumbersome systems and procedures not designed to support their workflow.
The goal is to strengthen collaboration between people and intelligent technologies by adopting solutions that understand natural language and deliver fast, relevant, and constantly updated answers.
The Approach
The key lies in leveraging the power of cloud technologies and artificial intelligence by providing agents with an intuitive, integrated, and effective tool. Using the AWS ecosystem, Avvale has developed a Virtual Assistant based on Retrieval Augmented Generation (RAG) technology. Through semantic analysis and the structuring of information into self-contained paragraphs, content has been optimized for easy access and consultation.
When an agent asks a question, the system understands the context, retrieves the most relevant information, and thanks to advanced language models it delivers an accurate, natural-language response. Fully integrated into bPortal AI, Bene Assicurazioni’s digital platform, the solution supports staff on their digital transformation journey, enhancing efficiency without disrupting established workflows.
The Challenge
Before integrating SAP Analytics Cloud, Callaway Golf's planning landscape centered around SAP's legacy planning solution, Business Planning and Simulation (BPS). While BPS met Callaway Golf's planning needs for many years, the enterprise began to experience limitations with their old solution:
- Disconnected plans across the board: As Callaway Golf expanded and acquired new brands, planning processes greatly differed across the enterprise with some business units using Excel spreadsheets and others using legacy solutions for planning.
- Outdated planning functionalities: The existing legacy planning solution lacked many modern functionalities. Among them, salary calculations and asset depreciation automation needed improvement. As a result, it became difficult to create detailed and accurate forecasts across the globe.
- Significant IT support: The legacy solution required continuous management from IT to maintain runtime. IT had to carve out a full day every week to manually maintain the solution.
- No single source of truth: Various departments and brands used different data sources, which led to data silos across the organization, making it difficult to gain a clear picture of the enterprise's planned expenses.
- Rigid user interface: Legacy forecasting system was difficult to navigate and lacked working functions and calculations across the board, such as planning on depreciation and existing assets, adding vendors or members on the fly, and breaking down their cost center expense planning forecasts.
The Approach
With Avvale experts on their side, Callaway Golf laid out the following goals for their new planning landscape with SAP Analytics Cloud:
- Crowdsource and consolidate plans across the enterprise to gain a global overview of their planned expenses and expand the input capabilities to each responsible owner.
- Leverage elevated planning functionalities to create faster and more accurate forecast cost center expense and asset reports. The ability to customize calculations enhances and automates the reporting metrics.
- Harness the power of self-service analytics to alleviate IT from the burden of simple maintenance and data entry requests, so they can focus on high-ROI tasks.
- Maximize user-driven admin capabilities to control the management of calculations and forms.
- Create new KPls driven by the business needs.
When SEM-BPS was the center of Callaway Golf's planning landscape, flexibility was a huge factor that was missing. SAP Analytics Cloud contains powerful scenario planning capabilities that help organizations quickly uncover actionable insights to make data-driven decisions. For Callaway Golf, SAP Analytics Cloud's modern planning functionalities provided users with the ability to:
- Add members on the fly
- Plan on existing as well as planned assets and automatically calculate the depreciation of values
- Test "what-if" scenarios for deeper analysis by creating private versions of plans
- Customize the solution based on their current business process
- Perform driver-based calculations
- Empower users to execute end-to-end planning scenarios, without the help of IT
The Impact
Thanks to the adoption of the Virtual Assistant developed by Avvale, Bene Assicurazioni has seen a tangible improvement in operational efficiency, agents can quickly and accurately access information, reducing search times and boosting productivity. Reliable data access enables more personalized and accurate advice, raising the quality of service and increasing customer satisfaction.
Additionally, the solution serves as a continuous learning tool, allowing agents to stay up to date on new products and regulatory changes. This project not only reinforces the company’s innovative identity but also strengthens the connection between technology and human relationships, creating value across the entire insurance value chain.
