A holistic approach to clients: from strategy to execution

Bovemij helps entrepreneurs in the mobility industry doing business successfully by connecting a network of mobility companies and its customers (digitally). They are a one-stop-shop for insurances, financing, legal aid and data.

Project Goal

Bovemij Insurance Group is actively engaged in moves to allow it to take advantage of changes in the insurance market. It therefore drew up a strategic plan with the vision of changing the organisation’s current product structure to a one more oriented towards client processes. This would mean taking a holistic approach to clients.

Request to House of Performance

Bovemij asked House of Performance (HofP) to further develop a strategy whereby Large Corporate (LC) clients could be served according to the ‘holistic approach to clients’ approach.

Our approach

Together with the project team (consisting of members of staff and managers), we tackled issues including the collective image of LC, the criteria and assumptions about LC, the processes, product portfolio and servicing concept. This involved:

  1. Determining the client segmentation
  2. Determining the profile of key account managers
  3. Creating a collective image
  4. Setting up a new process for a holistic approach to clients

Results

We achieved a clear-cut set-up for the Large Corporate department, based on the idea ‘being on the same team’. Turnover went up 9 % and customer satisfaction improved.

Customer satisfaction

Turnover

Wouter

Through a combination of thorough research, on-the-spot coaching, tailor-made advice and support for management, HofP has managed to successfully restructure our Large Corporate department. This is a big reason why our new organisation is razor-sharp, well-informed and truly working as a team to bring the future closer.”​ Wouter van Kesteren​ - Deputy Director, Bovemij Large Corporate​