The development of customer journeys for a pension insurer

The development of customer journeys for a pension insurer

THE REQUEST

Improved premium legislation in the Netherlands now makes it possible to continue investing during your retirement, using part of your pension pot (variable pension). To be able to offer this as an insurer, products had to be adapted and participating customers had to be supported and given the necessary insight to help them make the right choices. We were asked to pilot the implementation of a new pension product and guide the development of customer journeys.

OUR APPROACH

We set up a project team to map out the customer journeys. By working with all relevant disciplines (marketing, insurance technology, legal, UX design, communication) using Agile methodology, we were able to move quickly, including with the IT teams that were involved. Using a client panel we tested the customer journey, which we were then able to optimise on the basis of the obtained insights.

THE RESULT

A distinctive pension product, which is a good fit with what the market wants, was duly implemented. The customer journey now corresponds with the personal situation of participating customers and gives them excellent support when making and communicating their decisions.

 

WHAT OPPORTUNITIES DO YOU SEE? 

We’d like to hear from you.
Call us on 020 – 226 01 10 or send an e-mail to info@itds.nl.

 

WHAT CLIENTS SAY

 

Set up and implementation of a Customer Due Diligence policy

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The challenge facing KAS BANK was to implement a Customer Due Diligence policy and rationalise customer files in a limited timeframe.

In collaboration with ITDS, project manager Marc Brouwer took on the challenge.

A social strategy and implementation for OHRA

“As soon as we were satisfied, they’d raise the bar”

In the space of just a few years the role of Social Media at OHRA has grown from “a nice little extra” to a fully fledged business channel.

Iris Wezenberg – previously Social Media Manager and now Online Service Manager with this Dutch insurer – explains how it all came about.

An international IT strategy and organisational change

“You have to get people onside because not everyone likes change”

In just over 40 years Brunel has evolved from a Delft-based brokerage company into an international service provider employing more than 11,000 people in 37 countries. In many of these countries Brunel used local IT systems, each with its own definitions. To make it all future-proof, all these systems had to be replaced by a single system based on the same standard.

Stefan de Boer, Manager Global IT, tells about the collaboration with ITDS.


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