Flexible, evolving solutions for financial institutions

Objective

Via the Group’s Japanese service centres, to provide a major financial institution with a range of local solutions to meet their customers’ global requirements.

Challenge

To design a worldwide concierge solution for this corporate client’s demanding customers across several different levels of credit cards.

Solution

Our Japanese subsidiary provided access to its service centres worldwide and made the necessary local arrangements with specialists, retailers and leisure services. They created innovative service menus in line with the different card levels and cardholder expectations. They also established international “Minimum Operating Standards” and trained each centre’s team to operate on this shared set of standards to ensure that customers always received the best possible service.

Objective

To build and reinforce customer loyalty among active or newly retired professionals from 40– 65 years of age.

Challenge

To design a value-added credit card offering services which match this target group’s lifestyle, love of travel and financial comfort.

Solution

Our Belgian subsidiary worked closely with a major credit card company to develop a credit card assistance proposal which covers medical assistance while abroad including repatriation, automobile assistance while abroad or in Belgium, and home assistance in case of hospitalisation.

Objective

To enlarge a major Bank’s product portfolio to meet the very diversified needs of its customers, while reinforcing customer loyalty.

Challenge

To design products and services which appropriately meet the needs of very different customer groups, including young people, foreigners, the elderly, expatriate residents, etc.

Solution

The Group’s Spanish business entity developed a complete range of assistance solutions for this corporate client to match the needs of these different target groups. In addition to traditional travel insurance and assistance products, these solutions include medical and legal assistance, homecare and household intervention and maintenance services, and new marketing, CRM and loyalty programmes.

Objective

To deliver technology enhancements to a major Financial Services client so it can offer its customers different methods of claims processing and increase its call centre capacity.

Challenge

To develop a seamless technical solution to provide total satisfaction to this client and its customers while keeping pricing constant.

Solution

Our U.S. subsidiary designed and developed an on-line claims system, called eClaims, which enables customers to file a claim 24 hours a day, 7 days a week. Creating on-line access reduced the overall number of status calls and enhanced services without negatively effecting customer satisfaction. In fact, the number of customers filing through eClaims is steadily rising.