- Zurich needed to create a better experience for its brokers.
- Consulta linked Customer Experience Management data to a multitude of data sets held by the client, including financial data, leading to greater understanding of the correlations between satisfaction, loyalty levels and great financial performance.
- Insights highlighted actionable changes resulting in the way its Business Development Managers engaged with brokers to ensure relationship longevity and better results for the business.
Business Linkage Analysis led to real change in the way Zurich engaged with its broker base.
Data analysis delivered clear behavioural insights which were deployed across the BDM team, producing significantly improved results.
REAL TIME BUSINESS SUPPORT
Hands-on project management to integrate data sets from different areas of the business helped Zurich improve its business without stressing internal resources.
BETTER RESULTS FOR BETTER CUSTOMER SATISFACTION
Changed behaviour from the Zurich Business Development Managers led to more satisfied brokers and greater retention.
Organisations like Zurich collect vast amounts of data across the organisation. Data is often stored within silos in the business and thus is underutilised to provide insights that could be of great value to the business. Consulta knew that if it combined its CEM data with data from various other data sets across the company it could extract deep insights about customer preferences and how these affected financial performance.
The linkage of these data sets led to the key insight that certain Business Development Manager’s teams outperformed others. Behavioural analysis identified clear preferences amongst brokers in terms of how they wanted to be treated and the level of customer experience they expected.
Consulta was able to refocus the manner in which teams implemented customer experience to brokers, extending relationship longevity and significantly improving financial performance.
MEANINGFUL BUSINESS TRANSFORMATION
Zurich was able to transform its broker relationships and achieve improved financial performance.
TRUSTWORTHY ACTIONABLE INSIGHTS
Consulta combined data from different sources in the organisation, using scientifically sound methodologies, to clearly point the way to the areas of greatest opportunity.
FULL PROCESS PROJECT MANAGEMENT
Consulta worked alongside Zurich to effectively combine and analyse data sets to identify the key areas affecting financial performance and developed training programs for BDMs to align its client engagement with the needs of its clients, the brokers.
TECHNICAL EXPERTISE FOR RESULTS
Consulta’s team of data specialists and analysts brought years of experience and technical know-how to deliver great results for Zurich.