Centralisation and standardisation of customer interactions for a mutual insurance group

In a context of increasing competition, driven by the emergence of insurtech players and consolidation across the sector, developing and multiplying customer interactions has become essential for mutual and insurance groups.

This challenge is even more critical in a sector that has traditionally had limited contact with policyholders, mainly in the event of claims. At the same time, increasingly digitalised customers expect seamless, personalised and omnichannel experiences, placing the management of customer interactions at the core of insurance challenges.

This includes the need to maintain consistent customer identification across channels, as well as the ability to offer both human support and self service options across multiple touchpoints.

In this context, eleven supported a leading multi brand mutual insurance group in defining and implementing a shared and standardised repository of customer interactions, in order to better leverage this strategic asset, particularly to :

• Optimise commercial follow ups and real time lead management
• Enhance and enrich the 360 degree omnichannel view of customers for advisors and agents, enabling more relevant and personalised interactions
• Enable post analysis of customer journeys to optimise processes
• Facilitate large scale analytics and support the training of AI algorithms

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