A Leading Insurance Company
Our client was looking for a future-proofed customer management proposition that would enable it to remain dominant in customer service, reduce excess cost and increase revenue.
A leading insurance, pensions and investment mutual business with over 900,000 customers throughout the UK recognised that investment needed to be made in order to meet their customers’ changing expectations. Though the business has regional service centres and a centralised contact centre, it’s their focus on local presence, through 300 local branches delivering a truly personalised and efficient service , that sets them apart.
The company innovates in its products and its customer experience and was were looking for a future-proofed customer management proposition that would enable it to remain dominant in customer service, reduce excess cost and increase revenue.
With all investments needing to be underpinned with hard commercial fact and benefit, the insurer approached us to help solve one of its main challenges; what and where to invest to help keep up with customers’ changing needs while optimising areas of inefficient process and aging infrastructure?
After a short period of discovery, we developed a robust business case built around an enhanced CRM capability that will not only drive increased revenue through improved personalisation but also provide a foundation for the introduction of new and more complex insurance products.
The company’s strategy is to broaden its reach and move into non-traditional customer sectors where it can grow its customer base, but also to eliminate or simplify high-volume low-value tasks to enable sales and service agents to focus on the customer interaction. We worked with the insurer to define, design and help deliver a transformed optimal operating model for customer management across the business.
Upon project completion, the organisation will benefit from a new CRM capability that ensures customers will be provided with a much more individualised experience, enhanced by a vastly efficient and timely workflow and back office, which is consistent across all touch points.
Aside from the structural and technical change, we provided the client with a level of clarity and understanding of what makes them so different; it instilled confidence in their approach, which we reinforced with market insight and intelligence, that enabled the organisation to build a winning business case.