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We helped this leading insurance client improve customer engagement, accelerate its transformation, and increase developer productivity.

The Opportunity

Amica Insurance is a leading US Auto, Home, and Property insurance provider. Consistently ranked as “Highest in Customer Satisfaction for Homeowners Insurance” and “Highest in Property Claims Satisfaction” by J.D. Power1, Amica has long provided superior customer service through its call centers.

Looking to deliver the same level of service through digital channels, Amica recognized it needed to update not just its web and mobile applications, but also the way it built software.

Up until now, Amica’s investment in technology had been focused on transaction processing. The IT organization was focused on long cycles of systems management and upgrades, sometimes taking eighteen months or longer to release new features. Web and mobile applications ran on separate code bases. Back-end services were not readily available. Updating apps was difficult and inefficient.

Critically, at a time when expectations were increasing, features and functionality were not meeting customers’ needs. While different teams across the organization had the knowledge, that information was not being translated into the delivery of product features or an improved customer experience.

Our Response

Working side-by-side with Amica’s IT and project teams, we attacked the problem from the inside out. Our first goal was to develop software quickly and efficiently. We unified the code base for web and mobile applications around React and React Native to speed development and provide a scalable foundation for growth. At the same time, we deployed GitHub to provide a modern tool for version control and code review. Using GitHub, and by writing code together, we taught Amica MojoTech’s code review process, which is critical to ensuring code quality.

A key part of successful digital product development is to make the transition from project to product management. To accelerate Amica’s efforts, we implemented Agile development practices, including daily standups, sprint planning, and backlog grooming.

While these ceremonies support the development process, their true value comes from providing the structure needed to shift to a user-centered product planning process.

With users’ needs as the driving factor, we were able to bring business, marketing, and IT teams together to detail requirements, prioritize product features, and plan the product roadmap.

Before

Amica

Teams were siloed and worked in isolation with little to no transparency or communication.

After

Amica + MojoTech

Cross functional product delivery teams allowed for quicker iterations and greater accuracy when it came to implementation details.

Because we knew where we were going, we were also able to define the information needed from backend systems. We specified and developed new middleware on top of legacy systems with modern APIs, and created regular and predictable product release milestones. Defining a release cadence was especially important to Amica, given we were moving away from once yearly “big bang” releases to quick, iterative deployments as soon as features were ready to ship.

The Outcome

Through a shift in technology and, more importantly, a shift in process and approach, Amica became a software company.

Faster time to value

Technology is not just used to process claims. Instead, Amica now routinely develops and releases digital products that meet customers’ changing needs, drive engagement, and improve efficiency—both internally and for customers.

Productivity gains

Internally, user-needs drive product planning. Teams collaborate across functions. Project managers have become product owners, spending more time on feature prioritization and product roadmaps.

Developers are more productive. Software is shipped more quickly. Long development cycles and waterfall planning have been replaced by continuous releases and agile practices. As a result, Amica can adjust quickly as needs change.

Improved customer service

Externally, customers are able to take care of their needs on their own schedule using the device of their choice. Customers can seamlessly update their policies, file claims, provide supporting information, and track progress.

Calls to the call center are down. Customer satisfaction is up. Following launch, Amica’s mobile app ratings went from 1.5 to 4.5 stars in the Apple iOS and Google Play app stores.

By embracing change and a new approach to software development, Amica continues to grow and lead the market in customer satisfaction.

1.J.D. Power 2021 U.S. Home Insurance StudySM and J.D. Power 2022 U.S. Property Claims Satisfaction StudySM