Support for an assistance company's transformation program to digitalize the customer experience in its Travel business.
Context
In a highly competitive market, our client's ambition is to become a world leader in the travel insurance and assistance sector, by offering a customer-centric experience, seamless travel and the integration of new digital functionalities.
Objective
Our customer asked VERTONE to support its Travel business in its transformation by capitalizing on its new digital services to offer its customers worldwide a simple, seamless and digital experience to meet their expectations.
VERTONE contribution
- Optimization of agent and customer relations through the implementation of a new claims management and assistance solution (CMS).
- Analysis of customer and agent journeys and identification of ways to improve the customer experience.
- Definition of written outbound communication for the customer target to ensure consistency between channels and paths, and identify automation possibilities.
- Definition of the customer experience for medical teleconsultation and online claims declaration and management.
- Definition of target paths to maximize adoption rates and customer satisfaction.
- Definition of KPIs and means of gathering the voice of the customer.
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