Case Study:
INSURANCE
Client Overview
Our client embarked on their journey in 2006, fueled by a vision to revolutionize the insurance industry in South Africa. They aimed to offer accessible, affordable, and customer-centric insurance solutions directly to South Africans. As they transitioned into a multi-distribution insurer, our client remained steadfast in their commitment to innovation, continuously adapting to meet evolving customer needs and improve lives.
This case study delves into our client’s impactful partnership with Boomerang, a leading contact center and Business Process Outsourcing company, underscoring their mutual dedication to transformation and delivering excellent customer service.
Strategy
The client’s strategy involves partnering with Boomerang to drive sales growth and market presence in funeral insurance and limited underwriting life insurance. They aim to expand their customer base, maintain competitiveness, and prioritize customer satisfaction by adhering to Treating Customers Fairly principles.
Boomerang’s role is crucial in achieving these objectives, as they consistently perform as top sales contributors, enhancing the client’s market position and reputation since the partnership began in July 2014.
Challenges
The client encountered challenges in book growth and ensuring fair treatment of customers. They aimed to expand their insurance book to reach a broader South African market while adhering to ethical practices. Addressing the insurance gap was crucial, but achieving these goals required assistance.
Outcomes
Our partner faced significant challenges in expanding its insurance book and ensuring fair treatment of customers. Boomerang stepped in to provide solutions. Boomerang’s approach involved maintaining quality standards in financial products, leveraging specialized expertise in sales and contact centres, and expanding reach through partnership.
The partnership journey included thorough vetting, continuous optimization, and effective communication.
The Result
Senior Manager at Insurance highlights, “Boomerang has been a leading partner, and I see no reason why they wouldn’t continue to do so in the future with Insurance. Our partnership with Boomerang has been a journey of excellence, continually striving for quality and customer satisfaction. The absence of customer complaints underscores their exceptional approach to customer interactions.”