Improvement of customer satisfaction through end-to-end process optimization in the insurance industry

Initial situation

A leading German insurance group needed to reduce complaints and improve customer satisfaction in claims management
The insurer's market position was at risk due to declining customer satisfaction
Customers and debtors criticized the excessive number of contact points
Employees were also under significant pressure due to high workloads
To counteract the negative developments within the company, the claims management processes needed to be redesigned

cNPS-points increased

0 %

Customer complaints reduced

0 %

Processing efforts in the process reduced

Define and implement a sustainable target process
- Analyze the current situation
- Map multi-channel customer journey
- Develop new end-to-end process including data flows
- Align team organization with the target state
- Establish process control mechanisms
- 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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