Increasing customer satisfaction through end-to-end process optimization in the insurance sector

Initial situation

A leading German insurance group needed to reduce complaints and increase customer satisfaction in receivables management
The insurer's market position was at risk due to declining customer satisfaction
Customers and debtors complained about an excessive number of contact points
The employees were also under a lot of pressure
In order to counteract the negative developments in the company, the processes in receivables management should be redesigned

cNPS points increased

Complaints reduced

Capacity commitment in the process reduced

Define and implement a sustainable target process
- Analyze the current situation
- Multi-channel customer journey mapping
- Develop new end-to-end process with data flows
- Align team organization with the target state
- Set up process control
- Implement measures to achieve the target state
Coach managers and actively involve them in the implementation to ensure the effectiveness of the new processes

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All cases

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