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Customer Success Story

Bancassurer Improves Customer Focus Across the Firm

Eureko Branch

We work with Alterna CX as they offer the best technology and strategic solutions for customer experience management by revealing our customers' lifecycle and journey, which is one of the most critical factors in creating a customer-oriented culture.

Customer Experience Strategy & Journey Chapter Lead
Serhat Sarıtaş

Eureko Insurance Achieved Company-Wide Transparency & Reduces Workload for CX Teams

About:

Eureko Sigorta, which is the leader of bancassurance in Turkey, an expert in risk assessment and an international insurance company, is a member of Achmea, which is one of the largest insurance partnerships in the world, operating with 17,000 employees across 5 countries. In addition to the bank distribution channel, Eureko Sigorta also offers insurance services and products to its clients through its nationwide network of agents and brokers.

Summary:

In alignment with the customer journeys and company structure, Eureko partnered with Alterna CX in 2021 to revise their CX program. Currently, they measure real-time customer experience across seven touchpoints. Right now, they measure realtime customer experience in 7 touchpoints (acquisition, call center inbound, call center outbound, automotive damage, non-automotive damage, health and assistance services) in partnership with Alterna CX. They share realtime feedback with departments respectively and organize meetings to discuss possible improvement areas as well as ongoing CX projects.

Key Achievements:

Achieved company-wide transparency by making customer feedback available to all departments
Budget allocation and prioritization now takes less effort for senior management
Improved response time as customer feedback is analyzed without manual effort, making it much easier for CX teams to identify root causes

Read the Interview with Eureko's CX Lead

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