‘I'll go and work for you’ - APRIL

I spent a day at the heart of the management teams of one of France's largest wholesale brokers.

This immersion took place in Lyon at APRIL for episode 4 of ‘J'irai travailler chez vous’.

With Stéphanie Ruscon, our legal director, we took a fascinating dive into contract and claims management, retention and policyholder relations for loan and health insurance.

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Here are just 3 of the subjects that struck us:

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1️⃣ The art of one-and-done

APRIL has made a radical choice: train its managers to manage a case from A to Z. There is no longer any need to transfer between departments (e.g. one for analysing the file, the other for payment, etc.). It's expensive in terms of training, but the result is a better customer experience and higher productivity.

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2️⃣ Efficient technology

I've seen managers juggling between an ultra-fast AS400 and modern tools capable of detecting a missing exclusion or analysing a customer's claims experience in real time. True modern technology serving the expertise of managers, enhancing their historical base.

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3️⃣ Building loyalty through data

Customer retention at APRIL is not just a question of price. A series of metrics are used by managers to assess the right decision to take in the event of potential churn. The ability to quickly propose other, more suitable offers, rather than just offering discounts. A data-driven approach to customer relations.

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One last detail: their AI for transcribing incoming calls. It's amazing to see an accurate report generated instantly, even with the most... colourful conversations!

Thank you to Hamta DE LESTRANGE and Gregory DUHAMEL for their transparency and warm welcome.

I'm repeating myself, but these immersions in our partners are invaluable. They help us to understand our customers, and to make Seyna the most efficient insurer for brokers.

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