Success stories
Real business value
+90% increase in voluntary payments via the self-care channel
Digitizing life insurance for customers and advisors
Crédit Agricole Assurances, a leading French bancassurer, wanted to roll out intuitive, end-to-end digital journeys to enable its customers and employees to carry out key operations independently. This would boost competitive advantage, but regulatory compliance had to be maintained. Capgemini, in partnership with Crédit Agricole Assurances, created the PECC program: a two-part digital solution combining a self-care mobile app for customers and an optimized advisor journey for branch employees. Capgemini led this partnership, including design, implementation, change management, training and ongoing performance monitoring to drive adoption and continuous improvement. The new user journey delivered a sharp commercial uplift, with voluntary payments made via the self-care channel growing by 90%. The program also improved customer and advisor experience, accelerated the development of new digital pathways for subscription and arbitrage, and established a new manufacturing standard that reduced time-to-market for future digital solutions.