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Customer relation – Tool and processes

  • by Vaudoise (Switzerland)

Objectives

  • Improve customer relationship management, particularly outgoing communications
  • Deploy an effective customer portal to digitise customer relations while remaining consistent with company values
  • Adapt processes and tools to optimise costs and impact.

Progress status

En cours

Work team

  • Developed in house with external support
  • Project Management: Project Mgt: Product owner Customer area / Product owner outgoing Communications / Business lines department

Work carried out to date

  • The work focuses on two areas: the process and the tool.

Tool

  • Development and implementation of a functional customer area, initially for ‘individual’ customers and then for ‘business’ customers.

Process

  • Implementation of a business process to control outgoing communications and ensure that the company speaks with one voice

First Results & Lessons learnt

  • Gradual rollout of a digital customer portal for private customers, followed by businesses.
  • Increasing adoption by customers for certain interactions and document consultations.
  • Improved accessibility to customer information (contracts, documents, procedures).
  • Better internal coordination around the management of outgoing communications.
  • Awareness of the importance of centralised governance of customer communications

Difficulties encountered & Remainng Challenges

  • Continue to develop features to meet growing customer expectations.
  • Accelerate the adoption of the customer portal across all customer segments.
  • Ensure consistency across different communication channels (branch, telephone, digital).
  • Simplify certain user journeys to improve the customer experience.
  • Industrialise the governance of outgoing communications across the company.
  • Strengthen integration with other systems (CRM, business systems, document management)