Customer Centricity: putting the customer at the center for a personalized service.
Europ Assistance Group is one of the world leaders in the private assistance sector.
Founded in Paris in 1963, it is capable of intervening in more than 200 countries, both in everyday situations and emergencies, offering personalized assistance services and insurance coverage in the areas of mobility - Travel and Car - as well as in Health and Home&Family sectors.
The Need
The Customer Centricity project was created to improve customer understanding and prioritize their feedback. The main objective is to efficiently manage all of their data, including behaviors and opinions regarding Europ Assistance's products and services, in order to offer a better experience.
Giuseppe De Filippis, BI & Data Analytics Coordinator at Europ Assistance Italy, talks to us about the project in the following videos.
The initial process is based on collecting customer information through NPS surveys, which are administered daily to gather feedback regarding purchases, service delivery, and the perception of quality.
Currently, this collection is done in an unstructured and non-automated way, requiring additional resources to optimize the data and prepare the surveys to be distributed to customers.
Furthermore, there is an additional component aimed at creating a comprehensive customer indicator, based on all activities and data related to the customer within the company.
The solutions
The project was divided into several phases.
Initially, we optimized all information and data collection flows, integrating them into a unified environment. This environment allows the configuration of new flows and the modification of parameters related to existing flows to adapt them to new customers. Additionally, we automated the sending and frequency of questionnaires to end customers.
Subsequently, we developed an integrated dashboard that provides a comprehensive overview of each customer, including feedback and satisfaction with the company. This tool is fully configurable.
The future developments
Looking to the future, we plan to further expand the project by adding new dashboards focused on NPS.
These dashboards will allow for in-depth analysis of specific customer aspects and their related data, enabling a focus on particular market areas or identifiable segments, both geographically and by specific dimensions that describe entire customer clusters.
A deep 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, becomes crucial for the success of these new initiatives.