Despite impacting almost all industries, 2020, the year of the pandemic, could not prevent the growth of the insurance industry. In this period, health awareness has naturally increased, and this has in turn increased the interest in health insurance products. As expected, non-health-related insurance products saw decreases in premiums and number of claims. Reflecting its customer-oriented vision in its products and services with the motto “Safe in the Pandemic,” Anadolu Sigorta is an insurance company that was well-prepared for this period, as it started digitalizing its customer experience early on with next4biz. As an early adopter of digitalization, Anadolu Sigorta outperformed the industry growth average.
During the pandemic, the first strategic step taken across the industry was the digitalization of sales processes. With consumers shifting their shopping habits to online platforms, insurance companies have completely digitalized their products and moved their insurance policy sales processes onto digital channels. Anadolu Sigorta had the opportunity to further boost its sales through its mobile applications and website.
The second strategic step towards digitalization involved after-sales services. This transformation has meant the end-to-end digitalization of customer experience management. Insurance customers can now manage all their policy transactions, claims, compensation, and support requests through digital channels.
Having used next4biz for a long time, particularly in after-sales services, Anadolu Sigorta has positioned next4biz CRM at the center of interactions with all its stakeholders to manage all kinds of demands and complaints from customers. This enabled the seamless end-to-end management of customer issues with defined corporate processes and service level commitments for all elements related to customer issues inside and outside the organization.
In our webinar, Mr. Güveyi listed the four basic factors behind Anadolu Sigorta’s decision to use next4biz:
1. Integration flexibility
2. Ease of use
3. No-code adaptation without the need for software development
4. Full compliance with international standards focused on customer satisfaction, such as ISO 10002
We learned that Anadolu Sigorta, which measures customer satisfaction with automatic surveys after receiving a customer issue thanks to next4biz, has recently begun focusing more on NPS-based measurements, and even started to use the results of the Customer Satisfaction Index in internal performance management.
The company also incorporated the “AS’lı” metal-collar artificial intelligence into its processes, reaffirming its full commitment to digitalization investments. There is no doubt that this insurance giant, which constantly improves its sustainable service approach by making effective use of biometric technologies such as voice recognition, will further appeal to its customers with the new products and services it develops thanks to the agility brought by digitalization.