Future-oriented Supplementary Insurance offering
Swiss Health Insurance
Optimizing customer service for greater satisfaction and efficiency
Client
Swiss health insurer
Initial Situation
Customer service as a key lever for customer satisfaction
Our client commissioned us to develop a functional strategy for customer service and optimize the department to respond to changing customer needs and rising expectations. The goal is to improve customer service as a key lever for both new customer acquisition and customer retention, thereby contributing to the health insurance company’s objectives through increased customer satisfaction and process optimization.
Solution
Improve customer satisfaction and efficiency
To develop an actionable strategy for customer service, we worked with a Target Operating Model consisting of five dimensions: Strategy & Organization, Efficiency, Customer Experience, Service-to-Sales, and IT & Controlling.
The first step was to accurately assess the status quo for each dimension. A customer satisfaction survey was conducted, interviews were conducted with customer service representatives, and current processes were mapped. These processes were categorized into three groups: processes to be eliminated, automated (through AI), or optimized. Based on these initial insights and identified opportunities, we then defined the health plan's customer service strategy and goals, ensuring alignment with the business strategy - good customer service can vary depending on a company's goals.
After defining the strategy and structuring the department accordingly, action plans were developed to optimize processes and improve customer satisfaction across the entire customer journey and lifecycle. These were prioritized based on feasibility, expected impact, and urgency, and then translated into an implementation roadmap.
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