INSURANCE COMPANY

QUESTMANAGER - INSURANCE CUSTOMER LIFE CYCLE

Any large insurance company will have a system to manage their customer relations. This system follows everything from the customer’s arrival to purchase of any service or insurance product/contract, and their eventual request for cancellation.

We integrated QuestManager with this customer control system and created several pre-programmed questionnaire models to be sent automatically based on the customer’s life cycle. These questionnaires will constantly evaluate the insured individual’s perception of the company during each phase of the relationship. The results of these surveys are displayed in charts that are updated in real-time, allowing the Marketing area to evaluate and compare stages as well as the impacts of implemented actions.

WELCOME CALL SURVEY – Questionnaire sent to all new customers that evaluate the following: How did the customer learn about the insurance company? What other insurance companies did he/she consult? What were the main motives behind his/her choice? Would he or she indicate friends as potential customers?

ARE YOU O.K.? – Questionnaire sent to all customers who purchase an insurance plan or service. This questionnaire is designed to evaluate the following: is the customer O.K.? Is the customer receiving satisfactory assistance? Does this individual have an opinion to share about areas for improvement?

RELATIONSHIP SURVEY – Questionnaire sent periodically with the objective of evaluating the customer’s basic satisfaction level and verifying his/her knowledge of the benefits offered by the company or even to inform him/her of new products.

RESCUE SURVEY – Questionnaire sent to all customers who wish to cancel the purchased product/service. This questionnaire allows the company to improve their understanding of the motives behind the cancellation and provides the managers with important information for improving their products/services.

Aside from the options above, the company can create as many models as it deems necessary. The approaches suggested for this model are either e-mail or phone.

The collected data can be displayed through charts so that the project managers can perform the monitoring in real-time, compare different stages, and measure the results of actions.

To plan the order in which to implement this project, the insurance company must purchase a QuestManager license and create or outsource the intelligence stage and study diagnosis (questionnaire, methodology, sample and analysis).