Improving customer retention is vital to keep and grow revenue income. Avoidable churn is essential. Insurers should invest in providing Personalized Experiences and creating Multiple Touchpoints. At the same time they should create a product “ecosystem” or service rather than a single insurance contract. And on top of that ? Digital efforts should be expanded.
Not an easy task? Working with the right technology partner will certainly help.
Personal Experiences
Personal goes beyond storing and using personal data and using that for marketing purposes only. It is a combination
of hard and soft, static and dynamic data. But it is also on discovering the relationships of your customer on a
personal, professional or social level. Using that data in all areas (Marketing, Sales, Service) through the right channel
at the right time with the right message will create personal experiences that will lead to more satisfaction. Traviata is
designed to do just that.
Know Your Customer
Know your Customer (KYC) is very much related to personal experiences. Because only if you really
know your customer you can engage with them in the right way. But KYC in insurance is a critical function to assess
Customer Risk and a legal requirement to comply with Anti-Money Laundering (AML) laws as well. Effective KYC
involves knowing a customer’s identity, their financial activities and the risk they pose. Exactly therefore that
information is available in Traviata.
Digital Engagements
Although we promote omnichannel engagements we recognize the possibilities of digital. Especially if digital can
accelerate an AND-AND strategy. A strategy in which we free up valuable resources by digitizing certain parts of
the work AND use that time to excel on providing excellent customer experiences. The eco system of Traviata is
designed around that philosophy by default.
