IIZI’s journey with bespoke solutions has been a testament to the power of tailored services in enhancing client satisfaction.
In an era where digital innovation has reshaped societal norms, consumer expectations have skyrocketed, demanding instant gratification and personalised experiences. The omnipresence of the internet, smartphones, and social media has fundamentally altered how we interact with businesses, propelling a seismic shift towards comprehensive, bespoke services. Spearheading the charge in this transformation is IIZI, the leading brokerage company in Estonia. Their Head of Partnership Relations, Urmas Habakukk, reveals how the company is revolutionising its offerings to help its partners not just meet but exceed the ever-evolving demands of today’s discerning consumers.
Convenience is King
Today’s consumers eat, sleep, and breathe convenience. They have grown accustomed to having everything instantly accessible and at their fingertips. Long gone are the days when consumers relished the challenge of shopping around for the best deals to suit their needs. Convenience is now king! Consumers value one-stop shops where all their requirements are quickly and efficiently met for a fair price. Businesses have rapidly adapted to meet these expectations, and the risk and insurance sector is no different.
The importance of offering bespoke, comprehensive solutions that go beyond traditional services has become part of IIZI’s lifeblood. The main priority is to ensure that the entire process is as convenient as possible for both the partner and their customers.
Effectively Delivering Outstanding Service
What makes bespoke services exceptional is the seamless integration of end-to-end processes, which offer unparalleled value by transforming complex interactions into streamlined experiences. Clients increasingly appreciate the convenience and efficiency brought by comprehensive solutions that handle everything from initial consultation to final delivery. Automation plays a pivotal role in enhancing these personalised services, allowing for tailoring and optimisation of processes to meet specific needs efficiently. From contract signing and monitoring to claims management, focusing on complete, cohesive processes ensures a higher level of satisfaction and effectiveness, ultimately leading to superior outcomes and positive customer experiences.
Success Stories: Exemplifying Comprehensive Solutions
When IIZI started out it initiated a collaboration with banks and leasing companies to develop solutions encompassing the entire insurance process. Today, our activities go well beyond insurance sales to include contract monitoring, third-party sales, claims handling, innovative IT solutions, and more.
A good example of one of the company’s long-term cooperations is Luminor’s leasing business. IIZI offers technical solutions and support across the Baltics and provides a monitoring service, with Luminor Leasing acting as the insurer’s agent. This collaboration is rooted in years of expertise and a good comprehension not only of various processes but also of management capabilities. While standalone IT solutions aren’t our primary focus, we recognise that seamlessly integrated systems can automate substantial parts of the work, greatly enhancing customer experience and driving positive sales outcomes.
Customised Strategies for Achieving Success
Beyond financial institutions, IIZI’s collaboration extends to car dealerships and repair shops across Estonia, engaging with over 100 prominent firms in the sector. One of the company’s most notable advancements is the introduction of a white label claims solution, which enables customers to report incidents directly to insurers under the partner’s branding. This system, handling over 10,000 claims annually, exemplifies the growing importance of integrated technical solutions in streamlining processes and enhancing user experiences.
Additionally, in response to the evolving landscape of insurance services and the demand for solutions which prioritise both efficiency and customer satisfaction, IIZI has developed a partner dashboard to enhance transparency and operational efficiency. This tool enables our partners to monitor the status of claims, communicate updates to clients, and manage insurance-related activities seamlessly. By providing a holistic view of a claims’ progress, partners can effectively oversee customer journeys and intervene when necessary, with IIZI’s support to address any arising issues.
Cultivating Long-Term Relationships to Foster Sustainable Industry Growth
Practice has shown that direct cooperation with an insurer, wherein the partner acts as an agent, often falls short in meeting the comprehensive needs of partners. The evolving landscape of insurance services necessitates a multifaceted approach, transcending the traditional one-off commission structures. This realisation has led many partners to value long-term business relationships over immediate financial gains. Such an outlook fosters sustainable growth in the industry.
At the heart of IIZI’s approach is a steadfast focus on the customer. By delivering substantial value, IIZI is not only simplifying the insurance process but also cultivating enduring loyalty. Addressing insurance matters from a partner’s perspective – whether it be a car dealer, repair company, or financial institution – requires a holistic understanding and a commitment to seeing the broader picture. This strategy not only enhances the customer experience but also strengthens the foundation for long-term partnerships.
The Power of Personalised Solutions
In conclusion, IIZI’s journey with bespoke solutions has been a testament to the power of tailored services in enhancing client satisfaction. By prioritising convenience, integrating end-to-end processes, and fostering long-term relationships, we have not only met but exceeded the evolving demands of our clients. Our collaborations with various sectors, from financial institutions to car dealerships, demonstrate the significant impact of personalised solutions on customer experience and operational efficiency. As we continue to innovate and adapt, our commitment to delivering exceptional value remains unwavering, ensuring that we stay at the forefront of the insurance industry. Can you afford not to do the same?
HORIZON Risk Thought >> Fast Forward
The complexity of today´s risk environment is changing at an accelerating pace, making risk management even more challenging. We have created HORIZON, firstly as a print publication and now as a page for sharing the latest insights about ongoing transformations. Our risk specialists will continue to provide their expertise and knowledge to shine a light on the challenges of the future.
Urmas Habakukk
Head of Partnership Relations
IIZI
