Success story: Companies that respond: the importance of customer service


Service: ,

The company

Insurance company operating in Spain, with a business model focused on the direct marketing of its services. It currently has 2,000 employees and a portfolio of 1.9 million policyholders.

The challenge

  • The company required substantial improvement of its overall sales process and of its commercial and technological capabilities.

The solution

  • We reviewed the organizational structure and work process and implemented actions involving the review and implementation of new sales arguments and ways of communicating with the customer. We defined the management operating system and operator training plan.
  • We achieved a 10% increase in positive contacts per incoming call, a 12% decrease in the number of contracting incidents and a 17% decrease in cancellations of new policies.