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CONCORDIA: Customer-centric Sales Operations
Customer feedback, recommendations & sales efforts strategically linked
Initial Situation
CONCORDIA is one of Switzerland's largest health insurers. Over 700,000 basic insurance policyholders trust the company. For CONCORDIA, one goal is central: customer-centric operations.
In its search for a suitable solution, CONCORDIA carefully analyzed the market. It became clear that many available solutions require large, complex integration projects. Instead, they sought a partner with whom they could achieve real impact collaboratively, solution-oriented, and efficiently.
Goal
Understand feedback
Systematically collect customer feedback and continuously learn from it to constantly improve as a company.
Strengthen sales
Integrate hypt into the daily work of over 400 sales consultants – as the central, currently most important use case.
Customer activation
Activate satisfied policyholders as multipliers through recommendations and public reviews.
Use of recommendation and feedback solution hypt
CONCORDIA uses hypt for several use cases. The most important one currently is its daily application by over 400 sales consultants.
The collaboration with hypt brings CONCORDIA two key benefits:
- Customer feedback is continuously collected and used for ongoing improvement.
- Satisfied policyholders are activated to provide recommendations .
Results
Over 60%
of the policyholders give feedback via hypt
Around one third
additionally provides a recommendation
Online Reputation
Many policyholders who provide feedback via hypt also leave a positive Google review.
Conclusion
For CONCORDIA, the use of hypt demonstrates that feedback and recommendations can be integrated into the core business of a health insurer, precisely where customer contact originates: in sales.
For CONCORDIA, this resulted in:
- a system that continuously collects customer feedback and uses it for improvements
- the insight that satisfied policyholders can be systematically engaged as multipliers
- a partner who creates real, tangible added value in daily sales operations without a major integration project
Thus, a feedback solution became an integral part of CONCORDIA's customer-centric approach.
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