At age of 39, Solmaz Altın took over the wheels at Allianz Turkey. Solmaz hastily understood that, even though the insurance marketplace was thinly entered in Turkey, the business was running in a very competitive environment with pressure on costs and therefore, cost control. Even with a favorable regulatory environment plus the growing Turkish market, without farther losing profitability or customer satisfaction, Solmaz was struggling to grow the company. Used as part of a course on service excellence, the case challenges the pupils to ponder the extent of the connection between customer satisfaction and fiscal performance and offers an insurance context in which to learn more about the connection between customer satisfaction and competitive operation.
They start by creating a map of the customer experience and then doing extensive consumer research to find out what actually matters to the policyholder. The insights gleaned from the detailed consumer evaluation are fairly different in relation to the original ideas of the management team. Students must devise a brand new customer support model for the claims procedure based upon the consumer evaluation. The (B) instance describes the brand new customer support model for the claims procedure as well as the consequent upsurge in customer satisfaction as measured by the Net Promoter Score (NPS) metric. Pupils then develop a strategy for the future and must first decide whether the initial attempt is a success.
PUBLICATION DATE: November 19, 2015 PRODUCT #: 316094-HCC-ENG
This is just an excerpt. This case is about STRATEGY & EXECUTION
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