Companies that answer: the importance of customer service

The challenge

Insurance company operating in Spain, with a business model based on the direct sale of its services. It currently has 2,000 employees and a customer portfolio of 1.9 million policy holders.

The company needed a substantial improvement of its global sales process, as well as an enhancement of its commercial and technological capacities.

Alfa Consulting reviewed its organizational structure and work process. We implemented actions by analyzing and implementing new sale pitches and communication plans directed at the client. An operational management system was also delineated, in addition to a new operator training plan.

The results

  • 10%

    increase of positive and effective contacts

  • 12%

    decrease of incidences

  • 17%

    decrease of new insurance cancellations