ANWB Unigarant
ANWB Unigarant successfully uses AssistYou Analytics
After the communication to stop insuring fat bikes, ANWB Unigarant's customer service worked overtime. By using AssistYou Analytics, they were able to closely monitor customer signals, improve internal processes and proactively respond to their customers' needs.
Unigarant ceases insuring fatbikes
Unigarant will stop insuring electric fatbikes from September 6, 2023. The reasons for this are the extremely high theft figures and the trend to technically adapt and upgrade fat bikes. The decision is necessary to keep bicycle insurance affordable. Existing customers were notified in September that their current insurance was being terminated.
Overworking the customer service
Unigarant's announcement to discontinue coverage for electric fatbikes unexpectedly posed significant challenges for ANWB Unigarant's customer service. Immediately after the dispatch of a letter to existing customers followed by media attention, the customer service department noticed a significant increase in the number of incoming calls. Customer service representatives were met with an influx of concerned customers calling to obtain more information, express their concerns, and inquire about how this change would affect their existing insurance policies.
The need to promptly respond to customer signals
The analysts at ANWB Unigarant were eager to uncover the root of the issue but naturally couldn't listen to all phone calls. The need for real-time insights into the conversations and the ability to promptly respond to customer signals became essential. This is where AssistYou Analytics came into play.
However, it was notable that many individuals calling in response to the letter did not own a fatbike at all. Why were there also calls from customers who do not own a fat bike? Because fat bikes are not registered as such in the policy administration, Unigarant has segmented and informed customers based on bicycle brand. This ensured that all customers with a fat bike would receive a message. The disadvantage of this method is that a number of customers without a fat bike have also received a letter.
How AssistYou Analytics helps them
AssistYou Analytics provides a platform through which ANWB Unigarant can enrich and analyze every phone conversation in real time, from start to finish. This allows them to gain profound insights and utilize these insights to optimize both customer service and broader business processes at the most pertinent moments.
Through the platform, ANWB Unigarant was able to identify relevant trends that required additional attention, with the topic modeling functionality immediately highlighting the 'fatbike' topic.
The Analyst Service generates Q&A data
Analysts were able to dive deeper into the conversations on a sampling basis or take it a step further. Through the Analyst Service, it is possible to generate Q&A data, which can then be applied to create FAQs that can be added to the existing frequently asked questions. This allowed ANWB Unigarant to anticipate the situation and proactively come up with a solution. The collected data and insights can easily be integrated with tools such as PowerBI, BigQuery, or Tableau. This opens the door to further analyses.
“The platform gives us actionable insights, allowing us to respond more effectively to customer needs.”
Conclusion
ANWB Unigarant faced significant challenges in their customer service after the announcement to discontinue coverage for electric fatbikes. This resulted in a substantial influx of concerned customers who had questions about the termination of their insurances.
AssistYou Analytics helps ANWB Unigarant to tackle these challenges. It also enables them to leverage profound insights to optimize both customer service and broader business processes, all at the most relevant times.
An important lesson was learned. In order to prevent an overwhelming response and better monitor customer signals, it was decided to send messages in batches and adjust the output daily based on the responses.
