BCG’s approach to customer service improvement and transformation goes beyond process optimization to deliver real structural and organizational change.
Lean is the go-to methodology for insurers that want to boost customer satisfaction, but there’s more to customer service excellence than eliminating waste. You must also deliver significant process enhancements in record time, require more explicit stakeholder management, and create a highly responsive company culture.
BCG helps you achieve this by focusing on:
Our holistic, multistep process has been successfully applied in hundreds of projects. While it incorporates top-down target setting, it also takes into account the reality of the customer journey and the employee perspective. This approach makes it easier to achieve organizational buy-in and significant gains in employee satisfaction and productivity.
Two distinct parts form the backbone of the solution:
In this solution, BCG enables insurers to optimize numerous processes very quickly and to deliver outstanding results. These include significant improvements in customer satisfaction scores and customer retention, decreases in overall personnel and operating costs, greater employee productivity and efficiency, and increases in sales.