Industry communications audit

Benchmarking the 6 best companies in the direct insurance industry led to a stream of recommendations for changes in customer communication, CRM systems, processes and positioning for one major company.

We carried out a customer experience audit using mystery shoppers. We critiqued the client’s customer relationship concepts, management processes, and systems.

We then did a full technical and business audit of marketing and service systems and business processes, including best practice comparison, and then provided design specifications for re-engineering the business.

Research
Designing CRM