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Zurich International
Challenges
- Stringent regulatory requirements and overly complex internal procedures meant that almost all investors received poor quality, slow service across the offshore investment and protection market
- Inconsistent service quality and practices from Zurich off-shore offices in Dubai, Hong Kong and Isle of Man
- Board desire to put service quality on a par with Zurich’s enviable reputation of World-Class Products and strong Brand
What we did
- Undertook a simultaneous review of IFA customers’ perceptions and of the business operations to obtain an holistic view of how service was being offered
- Interviewed 50 IFA customers in depth about Zurich’s service. This included all sizes of customer world-wide to obtain qualitative feedback on where to focus on key areas for improvement
- Worked closely with the Zurich teams to understand how they managed and developed people, the organisational culture and the processes and technology being deployed in the business.
- Devised a Service Excellence Programme incorporating six key workstreams to quickly and radically alter Zurich’s service offering:
- Cultural Change
- Training and Development
- Key Business Process Re-engineering
- Technology
- Customer Satisfaction Index
- Effective Internal Communication
Results
Roll-out of the Service Excellence programme across the business and a complete mindset shift in cultural thinking
- Greater consistency of best practice work load balancing across geographic regions
- A significant increase in customer and employee satisfaction.
- Through training, both customer communication has been personalised resulting in reduced timescales and increased productivity
- We are currently working with Zurich to identify and implement a CRM system to effectively drive further customer and business benefits
- Consistent and timely internal communications framework across the global business
- Ongoing implementation of extensive changes to key business process reducing timescales and driving ease of use
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