Quality customer care

The challenge

The largest European insurer and one of the major insurers and provider of financial services in the world, with more than 2,200 employees and 3.7 million clients.

The company required an enhancement of its customer care services through the standardization of processes and an increase of service quality.

Alfa Consulting reviewed its established processes and circuits and delineated the models for each line of action. Middle management capacities and management criteria were homogenized in the interest of determining coherent and measurable goals on all platforms.

The results

  • 89%

    Increase of the service level between 75% and 89%

  • 8 min

    decrease of customer service times