Financial Services
Customer service improvement for a health insurance player
10 Jan 2024
Context- A
leading domestic health insurance player wanted to understand how to improve
and make their customer service experience best in class in order to ensure
customer retention and smooth customer journey
Approach
Collection
of feedback
- Gathered
stakeholder feedback for different customer service channels across various
customer touchpoints
- Analyzed
the feedback to identify common and unique pain points across different
channels
Driver
Analysis
- Identified
the top drivers of customer service interactions across channels and best
practices across the industry
- Validated
and prioritized top drivers captured through data and anecdotal feedback
Solutioning
for pain-points
- Established
aspirations and goalposts for each identified pain point in consultation with
senior management
- Designed
the solution process in a way that make it more proactive than reactive to
eliminate instances of customer dissatisfaction in the first place
- Formulated
remedies for individual pain points, prioritized based on their impact, and
developed an implementation roadmap for each solution
Praxis value delivered
- Provided
deep insights into customer feedback and actionable initiatives to improve
customer service levels across various drivers and ultimately improve customer
retention
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