Contact Center

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

Client

Achmea, the Netherlands

achmea headquarters leiden
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.

Key Benefits

  • For Insurance Companies

    Innovate using current technology investments with minimal change to the current infrastructure

    Achmea was able to increase their overall CSAT and NPS scores as well as increase their first call resolution rates by using Surfly. With agents being able to see what a customer is seeing in real-time, they can quickly advise, support, and guide the customers to successful resolutions that would be extremely difficult via phone, chat, or email. This helped them to meet a company goal to use technology that improves the lives of their customers

  • For Insurance Agents
  • For Insurance Customers
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Awards and Honors

  • Catherine D
    23 November 2020

    Great additional service to our company

    “It is so easy! No one has to download anything for us to connect and the steps needing to make the connection is simple. It has great features that make it easy to show multiple websites and even be able to show documents loaded in my computer. To be able to swap control of the cursor back and forth is also great, so the end user can feel a part of their own enrolment.”

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  • Enterprise Insurance

    29 March 2021

    Why Surfly impressed me?

    “Surfly’s co-browsing solution is easy to use for both customers and agents, and the back-end system allow business to customize many different settings like user interface and the back list/ white list, and so on.
    What attracted me most is Surfly’s e-signature feature and document collaboration, which can help the insurance industry develop the digital online service significantly.”

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  • Administrator in Enterprise Financial Services

    25 May 2020

    A hassle-free solution that is friendly to use, easy to integrate, and affordable to adopt.

    “Universal browsing with video chat and document upload/download is a perfect combination for digital insurance! And I think the free trial and online resource is really helpful for early evaluation.”

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