Understand,
Protect, Delight
Excellent Customer Experiences
The insurance sector is gradually abandoning its conservative, traditional image and adapting to new customer and market requirements. The challenges in this regard is to give the customer the secure feeling of closeness. Through great accessibility. Through tailored services. While still paying attention to internal costs and excellent customer experiences.
There is a number of issues that are currently transforming the insurance industry. Among them are new regulatory requirements, the need for more efficient processes, increasingly informed customers, demographic change on the customer and agent side and the challenges of digitalisation. Robotics and AI provide fresh opportunities and potential for improved efficiency. But insurance firms must also address the fundamental changes in their own business models as a matter of urgency. This goes so far that in many areas the established linear pipeline concept is increasingly being replaced by platform approaches and ecosystems; or that competitors and new market entrants are becoming cooperation partners.
We develop new ways of approaching customers and securing the portfolio, establish integrated sales and service channels and make the segment of insurance marketing fit for the future. Let’s join forces to develop a successful strategy for the future of insurance sales.
Building the Future of Agency Sales
The tied intermediaries’ organisation is facing very stiff challenges. An ageing customer base, new challenges relating to digitalisation, tighter regulatory requirements and pressure on the revenue side. Qualified young professionals can only be recruited and nurtured using innovative approaches and clearly defined performance models. We are working with this organisation to develop efficient and incentive-based agency processes, to establish highly viable models for the future of agency business and to build bridges between personal and digital sales.
Establishing Customer Analytics and Changing the Face of Sales
One thing is indispensable in order to advise your customers comprehensively and successfully: understand them. And this is no longer guaranteed merely by listening attentively. Instead it requires sophisticated customer analytics methods as well. Evaluating customer insights available in your systems, identifying personas and sending pinpoint sales impulses to the individual customer via the right channel – this is how sales works today.
Overcoming Regulatory Requirements
The insurance industry is currently facing sweeping changes to how the market is regulated. These changes are complex – and getting them right is vital to the success of insurers. That’s why companies need to create transparency, take action and align their business models with the new circumstances.
Expanding Omni-channel Management
Creating an interwoven, perfectly coordinated structure for all communication media, as well as sales and service channels, is of landmark significance for insurance companies. The issue of ‘either/or’ is less important: it’s all about ensuring optimised dovetailing of all available channels.
Establishing Platform and Ecosystem Strategies
The manner in which customers behave has changed radically in recent years. This switch in habits is informed in particular by convenience experiences (simplicity, transparency, speed, availability) and customer journeys on platforms such as Google, Amazon, Facebook and Apple (GAFA).
New market players are also entering the financial services market. After an initial focus on the customer touchpoint, their range of services has gradually expanded to encompass the entire value chain. They are also offering an array of themed ‘life worlds’ that consistently address the needs of specific customers. Against this backdrop, a radical change in business models can be observed across entire sectors, and scalable platform strategies are frequently replacing classic linear pipeline concepts. Financial service providers are hence increasingly recognising that the establishment of omni-channel excellence in current business models is no longer sufficient to protect access to customers or to ensure their satisfaction. Strategic options include a portfolio expansion to generate additional revenue streams and new sales channels. Platforms are especially important in this regard, as they enable customer access in particular.
