Italian Insurer Improves Customer Satisfaction

| Client story

ERGO Italy collaborates with Capgemini on RESCUE project to reinstate 1,700 customer policies and strengthen overall customer confidence.

“ Capgemini’s unique collaborative approach, innovative ideas and careful analysis of the situation helped us in reaching our goals within project deadlines. ”Stefano Cerizza, Head of Strategy and Operations, ERGO Italia

The Situation

ERGO Italia is a member of ERGO Insurance Group, the second largest insurer in Germany. Seeking to increase customer satisfaction levels, ERGO Italia wanted to grow its customer base and introduce a retention model to prevent losing customers.

The Solution

RESCUE (Retention Enterprise for Surrendering Customers at Ergo) was initiated as a project to maximize retention of potential outgoing customers through targeted marketing.

Thanks to clear identification, compelling value proposition and effective channel definition, the campaign successfully converted customers who had either stopped paying premiums or were facing surrender, through the use of call center outbound activities.

The Result

RESCUE facilitates outstanding results for ERGO to retain customers. In the first year after its launch, tangible benefits for ERGO include:

  • marketing campaigns reaching average redemption of 4% (10% on best responding targets) for customers that were contacted
  • some 1,700 customers reinstated.

The project has successfully deployed an integrated process to improve customer retention in a cost-effective way that lends itself to ongoing best practices.