New proposition and the development of a new multi channel

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New proposition and the development of a new
multi channel service for customers
Capgemini Consulting helped Interpolis with the design of the value
proposition, the business case, the marketing approach, the changes in the
channels, the visits to customers and the project management.
The situation
Interpolis is a large insurance
company working with both
consumers and business customers.
Interpolis cooperates with Rabobank
for sales, advice and service for
customers. For its small and medium
enterprise customers, Interpolis
wanted to improve its advisory
services to prevent from electrical
risks resulting in fire. The main
reason is more value and service for
customers and it is also important for
reducing damage claims. Companies
that do not install or maintain the
electrical installation correctly,
have more risks on fire. Capgemini
Consulting was asked to help with
the design of the value proposition,
the business case, the marketing
approach, the changes in the
channels and the visits to customers,
and the project management. In
the project, elements from our
customer experience approach were
used, because the service needed
to be implemented in all customer
touchpoints in a consistent way.
The solution
Companies are visited by the risk
advisors from Interpolis. Together
with them and with the market
manager for business customers we
developed a vision on prevention
services for customers. The risk
on fire is not top of mind for most
entrepreneurs. Therefore, we had
to come up with creative ways to
discuss the topic with business
customers. Together with Interpolis,
we created a new way of effective
risk assessment, with online support,
improved customer visits and mobile
service for customers. In the project,
we involved customers and we did a
pilot among customers.
The solution comprises the following
elements:
ƒƒ The business case we developed
was also an excellent means for
discussing the solution and the
ideas we had to involve customers.
ƒƒ We did an analysis on the claims
from the past years to obtain
insights into high risk sectors and
companies.
ƒƒ A separate deliverable was the
proposition: what do we offer
customers and how does this
increase the value they perceive
from Interpolis.
ƒƒ Customers in high risk sectors or
important customers are visited
and receive advice by an Interpolis
risk advisor. The risk advisor
is supported in his work by a
smartphone with an app to be used
for risk assessment and advice.
ƒƒ The mobile app combines findings
and advice into a risk advisory
report, that is mailed directly to
the client. The advisory report
includes pictures from the
electrical installation that
was discussed during
the visit.
The result
This project resulted in a new way
of working for risk advisory for
customers, that will be extended to
other risks. This way of working is
changing the way risk advisors do
their visits. From the pilot and from
the first visits, Interpolis received a
lot of positive reactions from clients.
The existing customers value the
new service and the visits. The risk
advisors from Interpolis are very
positive on the mobile support for
their work. With the new smart
phone they can finish the advisory
report with more ease. The first
customer visits already resulted
in the prevention of electrical risk
situations: at two restaurants, specific
hazardous issues were found. The
risks advisors assessed the issues
as high risk, and total value of the
assured businesses increased the
initial investments in the project
nearly ten-fold.
How Interpolis and Capgemini
Consulting worked together
During the project, Interpolis and
Capgemini Consulting worked
together in a joint project team. Roles
and responsibilities were organized
in the most effective way. Capgemini
was responsible for the project
management and participated in
several project streams.
Why Interpolis chose Capgemini
Consulting
Capgemini was involved in several
projects in a programme focusing on
new services and prevention. Due to
the excellent client relationship and
strong results, Capgemini Consulting
was asked to cooperate in this
project. The client specifically opted
for us because of the high focus of
the end result. Overall programme
manager Martin Jansen stated “we
hired you because you get the things
done”.
®®
ƒƒ Selected customers are asked
to do an assessment online. We
created an easy online check on
the electrical situation focusing
on the awareness of the business
customer.
ƒƒ On the Interpolis website (www.
interpolis.nl) we developed content
for companies that want to start
prevention. Customer can read
online cases dedicated to their
sector.
ƒƒ We did a marketing campaign
among selected business customer
to create awareness and to get
attention for this new service.
ƒƒ We implemented an approach for
tracking and tracing the results.
About Capgemini
With more than 115,000 people in
40 countries, Capgemini is one of the
world’s foremost providers of consulting,
technology and outsourcing services.
The Group reported 2010 global revenues
of EUR 8.7 billion Together with its
clients, Capgemini creates and delivers
business and technology solutions
that fit their needs and drive the results
they want. A deeply multicultural
organization, Capgemini has developed
its own way of working, the Collaborative
Business ExperienceTM, and draws on
Rightshore®, its worldwide delivery
model.
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Strategy and Transformation Consulting
brand of the Capgemini Group,
specializing in advising and supporting
organizations in transforming their
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with a consistent focus on sustainable
results. Capgemini Consulting proposes
to leading companies and governments
a fresh approach which uses innovative
methods, technology and the talents of
over 3,600 consultants worldwide.
For more information: www.
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