Achmea drives growth by embedding technology that improves the everyday life of their customers
With a diverse customer base across various insurance brands, Achmea aimed to elevate their customer service interactions. To achieve this, they adopted Surfly’s technology, which empowered their agents to guide customers seamlessly and collaborate in real time during support calls. This enhancement led to stronger customer connections, faster issue resolution, and an overall improvement in client satisfaction across their service centers.
Challenge
With over 13 million customers in six countries, Achmea needed to enable all their insurance brands contact centers with the ability to build stronger relationships with their clients. Knowing that they do not get many opportunities to personally interact, understand, and assist their clients, they wanted to make sure each interaction was a memorable one.
Solution
Using Surfly’s technology Achmea was able to add a digital interaction layer on top of their existing infrastructure and the technology they had already invested in. This enabled all their call center agents across multiple brands the ability to visually interact, collaborate, and navigate websites with their customers as if they were sitting face-to-face. Some of Achmea’s biggest brands like Centraal Beheer and Zilveren Kruis used Surfly to visually interact, collaborate, and navigate on different web pages with customers, without the need to download or install any software.
Results
By implementing Surfly, Achmea saw increased NPS scores and increased first call resolution rates as their call center agents were able to upgrade any phone call or web chat into a collaborative co-browsing experience. This improvement to their customer journey came at a very low cost of implementation and added more value to all contact center interactions. This helped Achmea meet their goal of not just selling a product but building a relationship with their customers.
The impact Surfly made
Achmea enabled a visually interactive platform, allowing agents to collaborate with customers in real-time, transforming each interaction into a memorable experience.
Higher first-call resolution rates and improved Net Promoter Scores (NPS) as agents can address customer issues on the spot, strengthening relationships.
Customers can engage remotely with agents across multiple brands without needing to download or install software, making interactions efficient and accessible.
