Achmea drives growth by embedding technology that improves the everyday life of their customers

Challenge:

With over 13 million customers in six countries, Achmea needed to enable all their insurance brand 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.

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.

DIA Amsterdam 2018 | Show & Tell – Surfly

Story:

Achmea drives company growth by embedding technology that improves the everyday lives of its customers. Giving customers consistent, reliable, and high-quality online experiences is a vital part of Achmea’s success. This translates into a company goal of not only selling a product but also building a relationship with their customer. By focusing on building those customer relationships, Achmea was able to increase NPS scores and add additional value to their customers.

That’s why Achmea chose Surfly’s Co-browsing solution for their entire group of insurance brands. Achmea wanted to understand customers and assist them with their everyday needs; Surfly’s Co-browsing made it simple, fast, and secure for them to do so. Achmea’s brands are now using Surfly to visually interact, collaborate, and navigate on different web pages with customers, without the need to download or install any software.

Here are some of the problems Achmea’s biggest brands were able to solve with Surfly.

Centraal Beheer
Centraal Beheer needed a customer engagement tool that agents could use to guide customers through their annual statements. Implementing Surfly gave agents the functionalities they needed to remotely guide customers and address issues on the spot. This complemented Centraal Beheer’s existing website self-service features and led to a marked improvement in first call resolution rates.

Zilveren Kruis
Zilveren Kruis wanted to build relationships of trust with their customers.
It used Surfly to give Zilveren Kruis agents a better understanding of their customers’ needs so they could provide exceptional service to go well beyond their customers’ expectations.