Customer service in insurance
Horn & Company is your partner for the transformation of your customer service units.
Achieving customer service excellence
Changing customer expectations and new technological possibilities demand for a new customer service culture. Insurance companies can use internal optimization measures as well as intelligent customer service outsourcing. Customer and agent expectations are changing. Experience with other sectors is also setting the standard for insurance companies. Customer service excellence is becoming the “new normal”. Digitalization enables a refocusing of customer service resources. Customers contacts shall be steered actively to the desired input channels. At the same time, a new customer service culture is illustrated in clear customer service goals. We deliberately focus on customer needs when further developing the operating model. This can be within the organization or via intelligent customer service outsourcing. Horn & company framework for customer service
Our experts for the successful transformation of your customer service
Selected reference of a transformation in customer service
Transformation of customer service units of a German insurance group
Challenge
| As a large German insurer, our client was active in all insurance sectors. With the historically grown customer service structure, it was becoming increasingly difficult to actually meet customer needs. In addition, silo structures and ineffective management processes were causing significant efficiency disadvantages. |
Solution Strategy
| Based on a clear service strategy, we developed a new target operating model for the customer service units. This consistently focused on customers and their needs. Effective control and steering mechanisms ensured efficiency and compliance with the ambitious customer service goals. Effective customer service outsourcing was also part of the new operating model. Extensive communication measures ensured the establishment of a new customer service culture. |