Mapfre, S.A. is a Spanish multinational insurance company based in Majadahonda, Madrid. The name comes from the old mutual origin of the company (Mutualidad de la Agrupación de Propietarios de Fincas Rústicas de España), but the company now only refers to itself as Mapfre. It is the leading insurance company in Spain and the largest non-life insurance company in Latin America.
Growing Pains
As Mapfre’s business grew, with significant operations in Iberia and Latin America, the company accumulated a total of 35 legacy systems and applications covering different insurance products and customer-facing business processes including claims, underwriting, marketing campaigns, and customer service. Mapfre had a goal of greater customer engagement through responding more proactively to the needs of its customers’ households and other family members and offering discounted policies, and packages of policies, that are tailored for life changes. For this, Mapfre needed an integrated view of each household, and it had to include all business processes that had customer touchpoints across all individuals in that household. This view had to be updated in real time as individuals interacted with Mapfre, and it also had to scale, up to 280,000 unique queries per day, across thousands of Mapfre employees in different business functions and regions. Further, this view also had to be governed for data quality and privacy.
Mapfre used the Denodo Platform to implement this common household view, in phases over the course of several months, adding a few legacy applications at a time to support additional business processes. This way, incremental value could be quickly delivered to the business. Additionally, once a legacy application’s data was accessible through the Denodo Platform’s logical views, Mapfre could migrate to a more modern application architecture without disrupting the business. In this way, the Denodo Platform enabled improved customer engagement and retention, significant upsell of additional policies for each household, and increased productivity of customer service at a lower cost.