Allianz Turkey: Focus on the Customer (A) Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

At the age of 39 years, Solmaz Altın took over helm at the Allianz Turkey. Solmaz instantly realized that, even though the insurance marketplace was thinly penetrated in Turkey, the business was running in an extremely competitive environment with pressure on costs and, thus, cost control. Regardless of the growing Turkish market along with a favorable regulatory environment, without further sacrificing profitability or customer satisfaction, Solmaz was struggling to grow the business. Used as portion of a class on service excellence, the case offers an insurance context in which to learn more about the connection between customer satisfaction and competitive functionality and challenges the students to ponder the degree of the connection between financial performance and customer satisfaction.

In the (A) case, the Allianz Turkey executives emphasize their introductory efforts on the assertion procedure of the automobile insurance company - a lowly rated section of the insurance industry by their policyholders. They begin by creating a map of the customer experience and doing extensive consumer research to find out what actually matters to the policyholder. The insights gleaned from the detailed consumer investigation are rather different than the initial ideas of the management team. Pupils must devise a brand new customer support model for the claims process based upon the client analysis. Pupils must first decide whether the initial effort is a success then develop a plan for the future.

PUBLICATION DATE: November 19, 2015 PRODUCT #: 316093-PDF-ENG

This is just an excerpt. This case is about STRATEGY & EXECUTION