Al Rajhi Takaful boosts insurance renewals by enhancing customer journeys with Dynatrace and Quality Kiosk

Al Rajhi Takaful is one of Saudi Arabia’s largest insurers, providing Sharia-compliant services across a range of industries, from personal and health insurance, to property, liability, and employee benefits coverage for businesses. The company is committed to delivering high quality customer experiences while remaining compliant with stringent regulatory requirements. To enable this, Al Rajhi Takaful is modernizing its legacy systems, to improve customer journeys and keep up with regulatory change.

It was critical that Al Rajhi Takaful had full visibility into its systems throughout its transformation, to unlock the insights needed to streamline customer experience and maximize revenue. Its technical teams needed to see how customer journeys flow across both new and legacy systems, so they could pinpoint precisely where and why issues occur and resolve them quickly. In addition, Al Rajhi Takaful wanted to equip business teams with actionable insights they could use to make informed decisions to boost sales.

Working with digital assurance and performance engineering solutions provider Quality Kiosk, Al Rajhi Takaful implemented Dynatrace to put observability at the heart of its IT transformation. The insurer chose Dynatrace due to its intuitive user interface, advanced digital experience management (DEM) capabilities, and ability to deliver deep business insights. By partnering with Quality Kiosk, Al Rajhi Takaful was able to accelerate time to value, due to the consultancy’s technical expertise and its custom dashboards for the insurance sector.

“Dynatrace pinpoints exactly where issues occur across our systems, so we don’t waste time hunting for them”, said Moath Alhabeeb, Command Centre and Monitoring Director, Al Rajhi Takaful. “From application support to customer care and sales, everyone benefits from Dynatrace’s clear insights into where our pain points are and what we need to do to address them. Instead of getting dragged into war rooms and lengthy investigations, with Dynatrace, we can quickly identify the root cause of a problem, so the right team can step in and resolve it straight away."

• Improved renewal rates: Dynatrace provides real-time visibility into customer journeys, allowing business teams to see exactly where and why customers abandon transactions. This enables them to proactively intervene to save the transaction and reduce policy churn. Since implementing Dynatrace, Al Rajhi Takaful has seen renewal revenue increase by up to 80%.

• Faster problem resolution: With Dynatrace and Quality Kiosk, Al Rajhi Takaful has reduced the time it takes to identify the root cause of service-impacting problems from approximately 10 hours to just 15 minutes. Teams can instantly see exactly where an API call or process failed, enabling faster problem resolution.

• More efficient operations: Since adopting Dynatrace, Al Rajhi Takaful has been able to reduce its monitoring stack from five separate tools to just two, cutting toolchain complexity by 60%. IT, digital, performance engineering, and business teams can all access the same data, creating a single source of truth that reduces finger-pointing and enables faster, more informed decision-making.

• Enhanced customer journeys: Al Rajhi Takaful now has access to deep insights into customer activity, engagement trends, and error patterns in real time. This has helped its teams to reduce application response times from eight seconds to less than one second. As a result, Al Rajhi Takaful has been able to optimize crucial business processes like quotation, claims, and payment flows, streamlining the customer journey to drive increased revenue.

"Dynatrace has given us a clear view of the customer journey and where friction occurs," continued Alhabeeb. "By understanding exactly why customers drop off – whether it’s because of the policy add-ons we’re offering, the competitiveness of our pricing, the range of payment options available, or any other reason – we can prioritise improvements that make their experience more seamless. This helps us to directly enhance customer satisfaction and drive better outcomes for our business."