In a constantly changing environment, a major mutual insurance company has undertaken an ambitious omnichannel transformation aimed at overhauling its customer relations and optimizing its sales efficiency.
The deployment of advanced customer relationship management solutions has enabled us to centralize the management of customer interactions, while providing a 360° customer view accessible to 4,000 users across different channels. This transformation integrated high-performance technologies, while ensuring perfect coordination between the Front and Middle Office teams and the branch network. The aim was to ensure seamless adoption and continuous improvement of the customer experience.
PALMER played a key role in orchestrating this transformation, ensuring the integration of solutions and the management of change within the company.
Expertise in customer relationship management and property-casualty insurance: in-depth understanding of specific insurance industry processes and implementation of best practices to optimize sales efficiency.
Proven expertise in complex omnichannel transformations: managing an ambitious transformation with a structured, agile approach to coordination and implementation challenges.
Technical expertise in the integration of Genesys and Salesforce solutions: ensure a smooth and rapid transition, with solutions perfectly adapted to the Group’s needs.
Customized change management support: team training and internal communication management to ensure user buy-in.
Post-deployment monitoring to optimize results: guarantee ongoing performance with regular improvements after initial deployment.
Setting up solid business governance: structuring governance to ensure risk management, effective internal communication and successful adoption of solutions by teams.
Seamless integration of Genesys and Salesforce technologies: expertise in integrating the two platforms, ensuring seamless omnichannel management and a centralized customer view.
Acceleration of critical phases thanks to targeted expertise: focus on key projects to guarantee rapid, efficient deployment.
Agile project management: flexible, responsive management to adapt to user feedback and challenges encountered throughout the project.
Training and support for our teams: we set up training programs to ensure rapid and effective adoption of new technologies.
Design of omnichannel solution: management of the design of an omnichannel distribution platform integrating Genesys and Salesforce solutions, for unified management of customer interactions.
Deployment of the “Client 360°” CRM solution: implementation of a centralized CRM based on Salesforce for optimal management of interactions and precise tracking of each customer.
Business governance and risk management: implementing business governance to ensure good communication between teams, effective risk management, and successful technology adoption.
Two-phase implementation: structured deployment plan with a pilot phase followed by roll-out to all 600 Group branches.
Post-deployment follow-up: regular monitoring to ensure optimal performance and continuous improvement of the customer experience.
Merger with a major insurance group: coordinating teams and managing expectations in a merger context, involving adjustments and synergies with new stakeholders.
Lack of in-house IT and project management skills: need to support in-house teams to develop the skills required to manage the omnichannel and CRM solution.
Multi-stakeholder management: coordinating a multitude of stakeholders with varying expectations, while ensuring project coherence and fluidity.
Rapid implementation of complex solutions: simultaneous integration of customer relationship management solutions while ensuring service performance and continuity.
360° customer vision: successful deployment of a centralized CRM offering a 360° view of the customer, accessible to all users, guaranteeing better management of interactions and optimized customer service.
Increased sales efficiency: optimized customer relations processes, with simplified, more responsive management of customer requests, boosting sales team productivity.
Improved customer experience: the integration of omnichannel solutions has enabled smoother management of interactions, with shorter response times and more personalized services.
Successful adoption of new technologies: training and team involvement led to rapid adoption of new solutions, ensuring a successful transition without major service disruption.
Ongoing monitoring and process optimization: post-deployment monitoring to ensure lasting results, with continuous improvement in service quality and customer experience.
