THE CHALLENGE
Online consulting appointments are often forgotten – especially when there is still little customer contact. This led to unwanted idle time for the staff of SIGNAL IDUNA’s central support unit “Dialog Services”. Sales staff work outbound and remote. The initial customer contact is by telephone, followed by an appointment for an online meeting to build trust. The problem: The no-show rate at the initial appointment was very high.
SOLUTIONS
As a solution to the problem, SIGNAL IDUNA initiated an appointment confirmation via SMS and implemented this in a very short time: In the first step, the team was given the option of an SMS reminder via the BSI Customer Suite. In the second step, the SMS contained a link to reschedule the appointment on an appointment request form. The high efficiency is reflected in the click and rescheduling rate. After two weeks, this was already at around 50%. Idle times could thus be efficiently counteracted.
When sending out an invitation to an appointment, sales staff can click on the checkbox “SMS for appointment confirmation required”.
The appointment reminder is sent by SMS the day before for all appointments on the following day. It contains a link to reschedule the appointment.
The link takes the customer to a form where a request for a new appointment can be entered for the SIGNAL IDUNA advisors to see.
The SMS reminder and the option to reschedule via the appointment request form significantly improve the scheduling of initial consultations.
“The appointment reminder via SMS is a small but very efficient touchpoint in SIGNAL IDUNA’s customer journey. With the BSI Customer Suite, the implementation was realized extremely quickly. We are presently examining the further use for customers who have an appointment with a local advisor.”
There are many reasons why most insurance companies in Germany count on the BSI Customer Suite. One of them is called Digital Operational Resilience Act (DORA).
I would be happy to assist you at any time.
Oliver Hechler
Community Manager Insurance
+49 89 189 170 912
