Due to the massive restrictions resulting from the COVID-19 pandemic, many companies have been forced to digitize their processes and shift existing forms of interaction to new channels. This unique push toward digitalization has a particularly strong effect on customer relationships; after all, their behavior has already been increasingly shaped by the growing availability of digital services. However, it is important to continue and strengthen online customer acquisition and loyalty beyond the scope of the crisis, perhaps even turning customers into brand ambassadors.

Transforming sales channels

The Corona virus acts as a catalyst for digitalization, especially in the insurance industry, widely accelerating an already on-going transformation of sales channels and customer approaches. In this phase of massive upheaval, it is important not to fall behind (new) competitors. That is why companies in the insurance industry must find ways to develop digital service offers even faster than before, thereby allowing them to react to changed customer requirements.

With their “Fast Track Digitization” approach, msg advisors is shortening the time from initial customer contact to the implementation of executable customer approach solutions. As a result, viable end-to-end sales channel digitalization can be quickly realized to increase revenue and improve the customer experience. The key to doing so lies in the use of customer-centric development methods that facilitate fast MVP development and prototyping.

New technologies mean permanent changes in customer behavior. This, in turn, requires the ability to react quickly when developing digital services, as well as the result-oriented use of those services in interactions with customers. To identify challenges and opportunities in a technological environment that is constantly faced with rapid changes, companies must actively address their customers’ expectations and use behavior.

Companies can use changed customer requirements to identify solutions for optimizing existing channels and services, as well as for developing new, digital services. A key focus in doing so: which tools and measures offer the greatest potential for sustainably improving interaction between customers and the company?

To turn the potential of end-to-end sales channels into real added value for companies and customers as quickly as possible, msg advisors’ Fast Track Digitization approach helps facilitate the implementation of digital sales solutions. The approach uses quickly scalable concepts, state-of-the-art technologies and established methods, such as user journeys & experience, prototyping and MVPs. Not only does this digitally empower sales partners, it also effectively expands online direct sales.