Centraal Beheer: a case study
Company Size
1,000+
Region
- Europe
Country
- Netherlands
Product
- Now Interact Predictive Intelligence
- Centraal Beheer Call-back
- Centraal Beheer Video Chat
- Centraal Beheer Co-browsing
Tech Stack
- Machine Learning Algorithms
- Predictive Intelligence
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Revenue Growth
Technology Category
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
- Application Infrastructure & Middleware - Data Visualization
Applicable Industries
- Finance & Insurance
Applicable Functions
- Sales & Marketing
Services
- System Integration
- Training
About The Customer
Centraal Beheer is a subsidiary of Achmea, the largest insurance company in the Netherlands. The company interacts with a wide range of customers daily, including individual consumers and small to medium-sized enterprises (SMEs). Each customer has unique service requirements, making it crucial for Centraal Beheer to offer the most appropriate treatment. The company has always been open to innovations that enable better customer connections, investing in tools like call-back, chat, video-chat, and co-browsing to help customers reach resolutions or complete sales efficiently.
The Challenge
Centraal Beheer, a subsidiary of Achmea, faces the challenge of catering to a diverse customer base, ranging from individual consumers to SMEs. Each customer has unique service requirements, and failing to recognize these individual needs can lead to customer dissatisfaction and damage the company's reputation. To address this, Centraal Beheer has invested in various contact channels such as call-back, chat, video-chat, and co-browsing. However, the company needed a way to personalize these contact channels to improve customer experience and increase profits.
The Solution
Centraal Beheer partnered with Now Interact in 2013 to personalize its contact channels using Predictive Intelligence technology. Now Interact's machine-learning algorithms collect data from Centraal Beheer's website to identify behavioral patterns among different consumer types. The technology then segments the data and automatically determines the most suitable contact channel for each individual visitor. This allows Centraal Beheer to offer highly targeted contact channels, such as video chat for high-value users and call-back dialogues for customers likely to abandon their purchase. Regular workshops, weekly calls, and algorithm adjustments ensure the technology continues to deliver optimal results.
Operational Impact
Quantitative Benefit
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