Consistent service in all contact channels
Customers and sales partners expect immediate assistance and consistent service quality. But service comes in the form of various communication channels within many corporate divisions. Without cross-departmental control, insurers cannot offer reliable customer care in respect of quantity, quality and speed of response.
Cirquent gears service processes to the customer
Expectation-oriented and revenue-generating service needs harmonised processes. To achieve this, insurers must structure their service units and processes in a customer-friendly way and organise them more efficiently. This means standardising services, safeguarding them by means of service levels, and underpinning all the processes with integrated information technology. Accordingly we focus on the following services:
- Standardised audit with a maturity model
- Increase in breadth and depth of the target-group-oriented service range
- Design and delivery of a modern service centre
- Harmonisation of group units
- Design/redesign of technological support
- Introduction of new technologies (e.g. voice portals) and integration of various means of communication
- Embedding modern control and steering mechanisms
Measurable service quality
Good service is measurable by means of uniform and transparent service processes. In this way synergies can be enhanced by pooling business processes, and costs can be reduced. This results in reliably good and swift customer service through higher demand and the loyalty of customers and sales partners.
