Analysis of end-customer needs and expectations in their car, home and travel assistance journey
Context
In a highly competitive market, our client's ambition is to become a world leader in the auto, home and travel insurance and assistance sector, by offering an omnichannel experience and new digital functionalities.
Objective
VERTONE was asked by our customer to analyze customer expectations and needs in the assistance sector, in order to feed their multi-channel strategy, and identify opportunities in terms of new services and channels to be made available to customers.
VERTONE contribution
- Framing and support for a quantitative study conducted by a research institute in 6 European countries for 3 business lines.
- Framing and support for two qualitative studies to identify customer needs and expectations on 2 web apps (car assistance request, home assistance file tracking).
- Formulation of operational recommendations based on the studies carried out, and preparation for their implementation.
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