login_FILL0_wght400_GRAD0_opsz24 MYEURESA
browse all use cases
use cases

Do It Yourself Corner Flagship Offices

  • by Ethias (Belgium)

Objectives

A solution “DO IT YOURSELF CORNER” designed with several objectives:

  • To strengthen the digital maturity and skills of both our office staff and our customers.
  • As digital ambassadors, to actively guide customers towards our Customer Zone and website so they can discover the available digital functionalities.
  • To raise customers’ awareness of the added value of digital services in order to reduce future visits of an administrative nature and, in the long term, free up more time for commercial activities within our agencies.

With the following features:

  • Book an appointment
  • Report a claim
  • Create or consult their customer zone.

By doing so, we can actively guide customers toward the right channel depending on their needs, allowing them to experience the benefits of our digital solutions firsthand through the DIY corner.

The aim is to discover the user-friendliness of the digital features in a playful way within the office environment, through the DIY corner, so that customers can later use them from home via a desktop or through their smartphone and the Ethias App

Progress status

Deployed

Use case deployed

  • 10 Flagship Offices in Belgium.

 

Work team

  • In-house
  • Project Management: Project mgmt: Sales & Customer Care in collaboration with Building, team WebMaster
  • External partner/team:  External partners: Developed with NRB (Ethias IT subsidiary) and other partners.

Work carried out to date

The DIY corner is currently used in the 10 largest Ethias agencies in Belgium, and through the application customers can:

  • Make a (follow-up) appointment,
  • Report an Auto or Home claim,
  • Create and/or consult their customer zone.

This is mainly done with the support of an Ethias client advisor, but the process is designed so that customers can also complete these actions independently during busy periods

 

 

 

 

 

First Results & Lessons learnt

DIY is used in 10 agencies, but there is still considerable room to boost its usage.
Customer feedback is rather positive when they consult the DIY corner under the guidance of an advisor.

However, we are required to work with a timer and several legal constraints that slow down rather than encourage the use of DIY:

  • The timer is too short to complete the entire process without time pressure
  • ITSME often blocks access because the data in the database does not fully match the ID information
  • The application has not technically evolved since the installation of the first DIY corners, and digital services should be available that provide real added value for customers in an office environment.
  • As a result, the tool does not meet all requirements, which significantly limits customers’ ability to use it independently.

The use of DIY is also strongly influenced by the advisor’s digital mindset: the greater the advisor’s digital appetite, the more often customers are guided to the DIY corner to help increase their digital maturity.

Today, DIY is mainly used by First Line client advisor, but not by Second Line advisors. There is therefore still potential to further evolve/develop the DIY so that it can also be used to wrap up appointment.

Difficulties encountered & Remainng Challenges

  • As mentioned above, due to technical limitations, the DIY currently acts more as a barrier to usage than an enabler.
  • Developing a solution that fully meets all business requirements and aligns with customer expectations.