Internet and mobile banking means most of us expect to be able to manage our money whenever and wherever we want to. But when we need telephone support to resolve queries, it’s not necessarily available.
Länsförsäkringar, one of Sweden’s largest banks and insurance groups, wanted to make it easier for their 3.5 million customers to get the help they wanted. Existing telephone support was available through a mix of service lines, with different opening hours on different days, for banking and insurance queries. Länsförsäkringar asked us to design and implement a single service centre to offer consistent support and better availability.
The group’s federated model posed a challenge – but our business design experts came up with a proposal that worked for the 23 different companies within the group’s insurance arm. With the plan agreed, we worked with Länsförsäkringar to define the new processes and the necessary changes to existing IT systems. Then we helped manage the transition to the new service centre over a period of around six months.
The new service centre means all Länsförsäkringar customers – banking and insurance – now have access to telephone support 8am–10pm, 365 days a year. Service levels have improved impressively: less than one in five customers waits more than two minutes to have their call answered. Most importantly, the new service centre gives Länsförsäkringar a platform from which to expand customer support and position its brand powerfully in a market where customer expectations are changing fast.