“The VRD work was simply delightful and surprising! This was the most complex and challenging project we had. The fact that our business deals with delicate situations added to the high complexity of our enterprise systems places us in a scenario where it could be hard to innovate the call center.”

 

Paulo Rossi - Chief Marketing Office

68
people
involved

50% customers
25% attendants
25% managers

Key implemented actions:

  • Client identification by ID and not by insurance policy number.
  • Integration among different insurances into one customer platform.
  • Insurance personal Digital Card.
  • Service request through mobile platform.
  • Real time process tracking in emergency situations.
SIMples project, the optimization and improvement of the Insurance’s Call center.

The BB & MAPFRE Insurance Group is the biggest insurance company in its field, serving more than 36 million clients from all over Brazil. In order to meet all client’s needs, the company has its own call center, formed by collaborators committed with the company mission attending to over 40 thousand calls each day.

 

 

 

Considered a reference in costumer service, BB & MAPFRE call centers have already conquered more than 30 excellence awards regarding client’s assistance, and counts with a turnover below average, less than 1% per month. Expecting to make the after-sales services even better, the company made a partnership with VRD to implement SIMples project. For this purpose, an intense process of operation analysis was carried, allowing the visualization of a relational map between the client and the company.

 

 

 

The project, within its immersion and prototyping stages, lasted four months and counted with the collaboration of more than 68 people, including interviews with call centers attendants, brokers and costumers. The whole process resulted in the creation of an integrated system, with technological and procedural solutions focused on the client (back end and front end). After the full implementation, the solution will allow the operator to visualize, in real time, as much information as possible about the current assistance (client’s background, availability of services and coverages, protocol status, etc.), and client request of service will become more easy and effective.

some companies we have worked with ...