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Solutions adapted to your problems

CASE N°1

Reduce the volume of calls to the technical support department, better monitor the quality and consistency of answers to customer and prospects

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Context

In a large bancassurance network, employees can call a support platform if they have questions about their covers and product contents,  or requests for special discounts. The annual call volumes are huge, and the average call duration is constantly increasing. 
8 out of 10 calls could be avoided.

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Solution

AirPitch with AirChat functionality.

They can directly ask all their questions about covers and find all the details they need, without going through the support department..

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Issue

How to empower network employees to find answers about guarantees themselves, easily and quickly?

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Implementation

Deployment to all networks and to the support staff, dedicated coaching to ensure effective use of the tool. After a few weeks, support staff redirects to AirChat for simple questions. Collection of feedback from several users after 3 months of operation.

Results

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40% fewer calls: a considerable time saving for employees and support functions

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Shorter calls: average call duration reduced by 5 minutes after a few months

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Employees are now able to provide a direct response to the customer more often without making them wait, they reinforce their expert posture and are continuously trained on the offer

Image de Brett Jordan

CASE N°2

Explain your tariff with factual and simple elements about covers and services

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Context

Within a national network of insurance agents, the agents lack factual and precise arguments to explain and value their offers. The presentations to customers are currently very focused on the tariff and does not manage to open up to the content of the guarantees which could nevertheless be of interest to the customer.

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Solution

AirPitch with all its features and AirChat to get answers on the guarantees quickly The agent can build a solid argument to explain his offer and his tariff.

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Issue

How can the quality of the offer be better explained and the price justified?

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Implementation

First deployment was carried out on a first product range (Home insurance). After a test phase, post-deployment interviews were organized to get initial feedback and prepare for the national roll-out. The roll-out was carried out on all the selected product ranges.

Results

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Increased retention rate

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Better success rate: increase in the rate of transformation into new business

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The teams are more confident, they have a better command of their offer and can promote their products positioning themselves as highly qualified experts

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Improved customer advice

CASE N°3

Save time in the sales process, better control the quality of analyses produced by the distribution network

Image de Scott Graham
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Context

A large mutual health insurance company with a national physical presence is looking to free up sales time for its advisors, who spend part of their time carrying out comparative studies for their customers in health insurance.

These studies are not shared between the agencies and between the advisors, and it is difficult to control their accuracy. The studies formatting are variable, with low fidelity to the company branding policy.

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Solution

AirPitch Health, with the function of calculating the remaining costs and the implementation of a dedicated customer view. The customer gets indeed a nice online view of the study results  and the advisors are notified once the study has been viewed by customers.

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Issue

How can we help sales rep to stop spending time on studies for customers ? How can we pool and make reliable the analyses delivered to clients, and consequently reduce the risks of error and increase efficiency?

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Implementation

Joint work with the client's strategy consultant: preparatory interviews, understanding of needs, implementation of an iterative pilot phase and feedback workshops following the pilot. 

National roll-out at the end of the pilot, collection of feedback from advisors after 3 months of operations.

Results

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Risk control: studies delivered are checked at a central point, mistakes are better controlled

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Studies homogeneity, consistent design and better control on the branding policy

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35% of sales time freed up on average per point of sale (advisors' statements)

CASE N°4

Improve insurance offers positioning in the market

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Context

A marketing department is developing a new offer (Home insurance). It needs, in a very short time to : 

- understand the positioning of its current offer 

- find areas of improvement for this offer  

- quickly check the new positioning of the future offer before its national launch. 

- identify the elements that make the new offer different from its most frequent competitors, and find ways of communicating it to its network and to the general public.

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Solution

AirMarketViewer, the solution that graphically maps insurance offers in their  market.

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Issue

How to analyze in an objective and factual way the positioning of an offer on the market, to draw from its axes of evolution and to position a new offer on the market in the best way?

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Implementation

Audit, in-depth study of an existing offer, highlighting weak areas. Recommendations on the future offer. Graphical view of the precise position of the offer in the market.

Results

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An objective and rational view of its offer

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An optimal positioning in relation to other guarantees and options on the market

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The possibility of using the graphical views to present the changes in the offer internally, and to explain clearly to the distribution network the changes of positioning of the new offer.

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Time to market: in less than 2 weeks: a precise view of the areas for improvement of the current offer, 4 weeks later, a view of the new offer and its positioning in the market

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