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25
February
2016
|
05:00
Europe/Amsterdam

Delivering on our strategy in Spain

Summary

25 February 2016 | Delivering on our strategy in Spain

Building today the customer experience of tomorrow
 


 

Our strategy is to deliver an excellent customer experience based on strong products and services, efficient processes and long-term relationships. We help people secure their financial futures by offering our customers fair value for money and an experience that is straightforward, personal and caring. Initiatives in Spain exemplify just how we are delivering on these strategic objectives. They include a state-of-the-art paperless sales process and the introduction of transparent and easy to understand long-term savings products.


 

Efficient, straight-through processing

Our multi-access distribution approach means we are where our customers want us to be, when they need us to be, supported by efficient and effective processes. Under this philosophy, in Spain we introduced a paperless sales process at the end of 2014. In just three clicks on an app – available on mobiles and tablets – agents and customers are serviced anytime, anywhere, any place. This innovative process allows agents to perform needs-based analyses, prepare a quote, capture the client’s ID with a camera, fill in the application form and finalise the insurance contract using digital and biometric signatures, regardless of location and time of day. Our straight through processes enable our agents to offer customers immediate insight into their financial situation. They identify potential gaps in customers’ retirement plans and provide financial solutions to meet their specific needs.

'We put the customer at the centre of everything we do,' says Robin Buijs, CEO Nationale-Nederlanden Spain. 'The goal of our transformation programme was to build today the customer experience of tomorrow. Our new sales process reflects how we are creating an innovative and rewarding digital customer experience. From purchase to post sales transactions, our customers can manage their policy via our advisors or directly via our website.’

This initiative simplified our sales process radically, which resulted in faster, better service. Now customers are issued policies in minutes instead of days. This service has been a major factor in the significant improvement in our Purchase NPS score - from 36% to 40% (measured from August 2014 to December 2015). It underlines that NN is a customer-focused company that recognises the value of modern technology in customer service.

‘My advisor did a needs-based analysis, explained all the different options I had, and actively listened to me. It was easy, dynamic and quick.’ Alicia Santos, client

Our agents can better service our customers, focussing on their individual needs and providing custom-made financial solutions.

‘Now I am able to provide personalised, quality advice with speed, clarity and transparency.’ Ana María Vázquez, agent

Digitalisation is directly facilitating our ambitions. Our paperless sales process not only significantly improved the customer experience, but also reduced the expenses related to new business processing by over 80%. In addition, we have increased our efficiency of collecting high-quality customer data and further improved our change management skills.


 

New, transparent long-term savings products

Another example that demonstrates our efforts in delivering an excellent customer experience, is the introduction of new long-term savings products taking advantage of a new pension regulation. We empower our customers with the knowledge and tools they need to make sound financial decisions, and offer them transparent and easy to understand products.

In Spain, we launched two new long-term saving products through which clients can benefit from attractive returns. We offer customers the opportunity to benefit from the potential upside of the financial markets, while protecting their money with a growing guarantee. These new products meet the needs of customers who wish to invest with a certain level of protection.

In addition, our new products offer a high level of flexibility. These solutions can easily be adapted to different distribution channel requirements and customised according to specific customer needs.