Request a Demo

Job Role
Inquiry Type

YES, I agree to receive, via email, information about Medallia solutions and success stories that show how industry-leading companies improve the customer experience and increase revenue. Read our Privacy Policy in the footer below.

Read our Privacy Policy

Thank You

Your message has been received and we will contact you shortly.

How a new 1:1 relationship model is shaking up the insurance industry

CosmoDirekt__696x400.png

NPS Impact

+33%

Channels

Sales and Support

“We knew that in order to stay successful, we had to provide the smartest products and services with best-in-class customer service and operational excellence.

This realization was the catalyst that caused us to completely rethink how we do our direct business – and to embed it into our group strategy. Since at the time there was no blueprint to lead our way, we had to create it on our own. So in 2017 we launched a pilot study to validate our future service model and principles of operation. The study focused on real customer interactions and provided us with an almost continuous NPS assessment of our interaction performance with the customer. Results showed that a potential uplift provided by the new operating model could be as high as 12 NPS point (meaning a boost of about 33% when compared to our current NPS performance).

Our ‘new’ service/operating model focuses on a new type of customer interaction and workload management, as well as two leading organizational principles (‘Selbststeuerung’, i.e. ‘autonomy’ and ‘Kümmerer-Prinzip’, i.e. ‘look after principle’). In a nutshell, in day-to-day business each agent is now empowered to decide how best to serve the customer. Whenever there is direct interaction with a customer, our agents are required to fulfill the customer’s request, without passing them off to another operator or ‘level’ for approval.

This new model is a huge change to the industry, where traditionally the structure of service operates in a way where customers are passed off to different tiers to have issues solved – creating organizational interfaces that are unnecessary at best, or, most of the time a nuisance to our customers. Now our customers will only speak to one person, who guides their entire experience and ensures that their needs are met – everything in the first ‘contact’.”

Source: Medallia Blog, Dr. Oliver Kleine, CosmosDirekt

Dr. Oliver Kleine CosmosDirekt

Learn how Medallia can work for your business

Request a Demo

More Medallia Success Stories

Generali_331x195.png

Generali

55 million customers, 74,000 employees, 60 countries, and one Generali united by great experiences

Read More

zurich.jpg

Zurich

Zurich closes the loop to drive 27% more spending among promoters

Read More

Farmers-Insurance_331x195.png

Farmers Insurance

Farmers listened to its customers, earned their loyalty, and grew by $500M

Read More