Allianz + Pearl-Plaza: Creating Customer Synergy Worldwide

Discover how Allianz partnered with Pearl-Plaza to gain a deeper understanding of their customers’ experience, resulting in increased sales, higher customer renewal rates, and a strengthened position as a leading insurance company. By adding over 30 contextual data points to direct customer feedback, Allianz was able to identify areas for improvement in handling customer issues and provide a better overall experience. Through partnership with Pearl-Plaza, Allianz was able to:

• Reduced Case Resolution Time under 48 hours
• Increased Sales Conversion Rates
• Enhanced Productivity

Allianz aimed to deliver a much deeper understanding of their customers’ expectations and perceptions to enhance their overall experience. Their objectives included driving an increase in sales, boosting the customer renewal rate, and promoting customer advocacy. However, they needed a comprehensive approach to gather and analyze detailed customer feedback to achieve these goals.

To address this challenge, Allianz partnered with Pearl-Plaza to implement a strategy that involved adding over 30 contextual data points to each piece of direct customer feedback. This approach provided a detailed picture of each customer’s experience. Through this enriched data, Allianz identified areas for improvement in handling customer issues, leading to the development of better call center scripts and a coaching programme for frontline staff.

By gaining a deeper understanding of customer expectations and perceptions, Allianz was able to deliver the right experience at the right time. The improvements in customer issue handling, enhanced call center scripts, and frontline staff coaching resulted in increased sales, higher customer renewal rates, and strengthened customer advocacy. This comprehensive approach significantly contributed to Allianz’s position as a leading insurance company.

 “The VOC program has given us the ability to gain a real deep understanding of our customers. It is the cornerstone of our continuous improvement program and has also really empowered our frontline staff to do the right thing for the customer.” – Head of Insight and CX, Allianz UK