Opportunity study of customer experience convergence between business lines of an international insurance and assistance player
Context
Our customer provides a comprehensive insurance and assistance offering covering 5 lines of business: automobile, home, health, travel and credit. These business lines operate mainly on a B2B2C basis, on behalf of multiple partners, with their end customers.
Objective
Evaluate the opportunity to develop the convergence of the customer experience of its 5 business lines on common standard paths, by carrying out the exercise on 2 digital customer paths: "Reimbursement" and "Follow-up of an assistance file".
VERTONE contribution
- Definition of "ideal" self-care target paths for the 2 customer paths "refund" and "file follow-up".
- Assessment of the potential and opportunity for convergence between the 2 courses.
- Formalization of recommendations to initiate convergence of the customer experience for the 2 paths.
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