case study
Customer Journey Mapping I Process Optimization
Challenge
A well-established insurance company was grappling with issues of customer engagement and satisfaction.
From policy discovery through to claims processing, customers faced multiple friction points, not only deterring new customers but also negatively affecting renewal rates among existing policyholders.
They needed to identify, prioritize and remove these barriers.
Solution
End-to-End Customer Journey Mapping. We undertook a comprehensive analysis to develop a customer journey map that visualized the full experience from awareness to policy cancellation. This mapping was crucial in identifying key touchpoints, pinpointing moments of friction, and uncovering opportunities for enhancement.
Based on our mapping insights, we implemented several targeted improvements:
Customer First: Redesigning the Insurance Journey
Outcomes
Enhanced Customer Satisfaction The redesign of the customer journeys significantly improved clarity and intuitiveness, leading to enhanced customer satisfaction as reflected in improved Net Promoter Scores (NPS).
Increased Engagement The improvements in digital usability and personalization led to higher levels of customer engagement, particularly on digital platforms.
Operational Efficiency The streamlined processes we introduced reduced operational costs and improved service speed and quality, enhancing overall customer satisfaction.
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