Exploration
One of our clients is a leading insurer, dealing with hundreds of thousands of private customers. They consulted us to find ways of offering a more personalised customer service, without having to take on hundreds more people. We explored all aspects of the firm’s relationships with its customers and built a new way of communicating. Now, when renewals are due, or applications are being processed, agents can send emails to their customers that actually arrive as mobile text messages. Customers can reply by text, and the reply arrives back as an email. It’s easier for agents and customers and allows individual agents to manage many more relationships. The technology is smart, but it was the research and business insight that led to the solution.