Innovative Small Business Insurance Services

Our client is a direct insurer looking to innovatively improve the commercial performance in the small business market based on in-depth customer insights.

During the initial experimental phase, leveraging customer insights to develop the knowledge and skills of front-line staff members was mandatory.

How we made change happen

Program management to implement customer insights in service processes

Nine months training and development program for front-line staff

Coaching the management team to define their challenging vision and improve change leadership capabilities

Meaningful results

  • 20% increase in conversion rate from proposal to closed deal

  • Customers expressed an improved personal and meaningful connection with our client

  • Proven relevance of in-depth, qualitative customer insights for service innovation

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New Value Proposition

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Strategic Partnership