Experience – Our customers and partners
2022 Business report
Experience – Our customers and partners
Listening, sharing and supporting in order to co-construct the most appropriate solutions to the challenges of today and tomorrow.
To offer the best possible experience to our clients, our priority in 2022 was to define our customer commitments. They are as follows:
- Provide assistance to customers in a simple, proactive and personalised manner.
- Provide attentive and continuous understanding of their challenges.
- Combine Relyens’ expertise to deliver high-performance solutions in support of our customers’ public interest initiatives.
- Share the best of our mutual experience with everyone.
Healthcare professionals
Our priority is to provide better information to customers: more accurate, detailed, and clear. This involves proactively informing them throughout their customer journey, particularly during compensations and expertise, across all markets and for all products.
Local authorities
Our priority is primarily focused on Personal Risk: both to improve the current experience for our customers and to search for differentiation strategies in view of the opening up of the Complementary Social Protection market.
Our key actions
- Customer experience has been at the heart of our concerns, notably through the implementation of listening, satisfaction surveys, and customer journey diagnostics. Based on this foundation, Relyens’ customer journeys have been revised, with priority given to the healthcare professionals market.
- Processes for handling dissatisfaction, prioritising actions, and optimising decisions have been deployed.
- A Customer Experience Committee composed of representative employees from the Group has been set up. Its role is to provide guidance and facilitate the understanding of the customer experience, listen to employees to ensure customer-centricity in all our actions and finally share best practices, feedback and individual experiences.
- Satisfaction studies have been conducted to highlight our Group’s strengths: responsiveness in delivering administrative documents, advice, clarity and precision of responses in legal consultations, support and/or responsiveness in case of a claim.
Our customers also make their expectations clear: they want us to be present, responsive, throughout their entire contract and for every interaction. In response, we have integrated these criteria into our customer journeys, and in line with this, our teams are working to continuously improve their service delivery.
