Groupama case, or how to improve your customer relationship by promoting self-care?
Following the success of the campaign carried out with Groupama Loire Bretagne, the Groupama group and Vidata have decided to perpetuate their collaboration by signing a 3-year framework contract aimed at deploying the personalised video solution in the 11 regional mutuals.
Groupama’s objectives were to support the customer following a “property damage” claim by sending an explanatory video giving them visibility on the next steps in their file, to encourage self-care by inviting them to connect to their customer area and mobile app, to provide differentiation via an innovative service and finally to reduce the number of reminders in the week following the opening of the claim by anticipating customer questions.
Here is how the personalised video optimises the self-care system: the customer declares a claim (water damage, weather event or electrical damage) via 1 of 4 channels: e-declaration on his customer space, telephone, e-mail, at the branch. After which, he/she receives a rich SMS or an e-mail depending on the contact preference chosen by the entity for the claim area. At the same time, the link to the landing page is placed on their customer area. They click on the URL to open a landing page and view their personalised video. At the end of the video, the customer can complete a satisfaction questionnaire about the video.
A questionnaire is immediately submitted to the client after viewing their personalised video. To the question "Was this video useful to you?" 83% of the clients who watched their video consider that it was useful to them.
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