{"id":951885,"date":"2018-08-24T09:22:00","date_gmt":"2018-08-24T09:22:00","guid":{"rendered":"https:\/\/www.capgemini.com\/in-en\/?post_type=client-story&#038;p=951885"},"modified":"2024-09-09T07:09:29","modified_gmt":"2024-09-09T07:09:29","slug":"italian-insurer-improves-customer-satisfaction","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/in-en\/news\/client-stories\/italian-insurer-improves-customer-satisfaction\/","title":{"rendered":"Italian Insurer Improves Customer Satisfaction"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client Stories<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Italian Insurer Improves Customer Satisfaction<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/in-en\/wp-content\/uploads\/sites\/18\/2022\/05\/ss_Italian_Insurer_Improves_Customer_Satisfaction-2.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>ss_Italian_Insurer_Improves_Customer_Satisfaction.pdf<\/span><span class=\"type\">184 KB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\" id=\"introParaWrapper\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/in-en\/news\/client-stories\/italian-insurer-improves-customer-satisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/in-en\/news\/client-stories\/italian-insurer-improves-customer-satisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">ERGO Italy collaborates with Capgemini on RESCUE project to reinstate 1,700 customer policies and strengthen overall customer confidence.<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\" id=\"quoteWrapper\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p><img decoding=\"async\" src=\"\/img\/data\/quote-left.png\" alt=\"\u201c\"> Capgemini\u2019s unique collaborative approach, <a href=\"https:\/\/www.capgemini.com\/in-en\/solutions\/research-innovation\/\">innovative ideas<\/a> and careful analysis of the situation helped us in reaching our goals within project deadlines. <img decoding=\"async\" src=\"\/img\/data\/quote-right.png\" alt=\"\u201d\"><strong>Stefano Cerizza,<\/strong> Head of Strategy and Operations, ERGO Italia<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-situation\">The Situation<\/h2>\n\n\n\n<p>ERGO Italia is a member of ERGO Insurance Group, the second largest insurer in Germany. Seeking to increase customer satisfaction levels, ERGO Italia wanted to grow its customer base and introduce a retention model to prevent losing customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-solution\">The Solution<\/h2>\n\n\n\n<p>RESCUE (Retention Enterprise for Surrendering Customers at Ergo) was initiated as a project to maximize retention of potential outgoing customers through targeted marketing.<\/p>\n\n\n\n<p>Thanks to clear identification, compelling value proposition and effective channel definition, the campaign successfully converted customers who had either stopped paying premiums or were facing surrender, through the use of call center outbound activities.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-result\">The Result<\/h2>\n\n\n\n<p>RESCUE facilitates outstanding results for ERGO to retain customers. In the first year after its launch, tangible benefits for ERGO include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>marketing campaigns reaching average redemption of 4% (10% on best responding targets) for customers that were contacted<\/li>\n\n\n\n<li>some 1,700 customers reinstated.<\/li>\n<\/ul>\n\n\n\n<p>The project has successfully deployed an integrated process to improve customer retention in a cost-effective way that lends itself to ongoing best practices.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":103,"featured_media":0,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"6296ee42-b499-4923-ae88-029c0483ddb6\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"4ae610fb-273b-4ef4-b654-71677711ba67\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[],"brand":[],"service":[],"industry":[],"partners":[],"country":[],"content-group":[],"class_list":["post-951885","client-story","type-client-story","status-publish","hentry"],"yoast_head":"<!-- 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