Customer Centricity: Placing the Customer at the Heart of a Personalized Service
Europ Assistance Group is one of global leaders in the private assistance sector.
Founded in Paris in 1963, the company operates in more than 200 countries, offering assistance in both everyday situations and emergencies. It provides personalized assistance services and insurance coverage in mobility (Travel and Car), as well as in Health, and Home & Family sectors.
The Needs
The Customer Centricity project was launched to improve customer insights and prioritize their feedback. The main objective was to efficiently manage all customer data, including behaviors and opinions on Europ Assistance's products and services, in order to deliver a better experience.
Giuseppe De Filippis, BI & Data Analytics Coordinator at Europ Assistance Italy, shares insights about the project in the following videos.
We are working on the English version.
The initial process relied on collecting customer information through NPS surveys, conducted daily to gather feedback regarding purchases, service delivery, and perceived quality.
Currently, the data collection process is unstructured and manual, requiring additional resources to optimize data and prepare customer surveys.
To further improve customer insights, the project also aimed to develop a comprehensive customer indicator, aggregating all relevant customer data and activities.
The Solutions
The project was divided into several phases.
First, all data collection flows were optimized and integrated into a centralized environment. This allowed us to easily configure new flows and modify parameters related to existing ones, in order to adapt them to new customers. Additionally, we automated the delivery and scheduling of customer surveys.
Subsequently, we developed a fully configurable integrated dashboard, providing a complete overview of each customer, including feedback and satisfaction levels with the company.
We are working on the English version.
Future Developments
We are working on the English version.
Looking ahead, we plan to further expand the project by adding new dashboards dedicated to NPS. These dashboards will allow in-depth analysis of specific customer aspects and related data by focusing on particular market areas or identifiable segments, both geographically and demographically.
A profound understanding of business processes and complex data areas, combined with the ability to identify and implement the most suitable technological platforms such as Power BI for data visualization and Cognos BI for analysis and indicator calculation, will become essential for the success of these new initiatives.