Already at the beginning of the Accelerator program, R+V's strategic customer data management department was able to identify common usage scenarios and synergies with Complero. The implementation and go-live took place in just a few weeks and has since delivered a lot of updated and completed customer data on a weekly basis.
THE INITIAL SITUATION
Due to regular moves, name changes or changes of e-mail addresses, the contact data of R+V customers was outdated. R+V set itself the goal of increasingly switching to digital communication media. There were three difficulties in doing so. First, there were not enough e-mail addresses available. Second, verification of the existing e-mail addresses was sometimes not given. And thirdly, the changes to the GDPR meant that advertising consent was no longer documented in accordance with the new regulation.
THE BACKGROUND OF THE COLLABORATION
The initial contact between R+V and Complero came about at the start of participation in InsurLab in Batch#20. In the course of the accelerator program, various use cases and deployment scenarios were developed together, which then had to be implemented as efficiently as possible in the existing IT landscape. The go-ahead for the collaboration, combined with the first data updates, followed within a few weeks.
THE PROCEDURE
The collaboration with R+V Versicherung has been very positive and always solution-oriented. Agility has played a central role in this. Structures and processes were adapted to the objectives at all times. The modern and agile IT structures within R+V Versicherung were particularly beneficial in this regard.
THE SOLUTION
Complero was able to connect its specially developed artificial intelligence to the R+V system via a jointly developed interface. Thanks to this integration, it is possible to recognize which contact data is out of date. Complero's self-explanatory mobile-optimized design allows customers to view and easily change their existing data. The collaboration has provided an important insight; the establishment of a value-based approach that ensures R+V customers achieve a 10-fold return on investment.
"R+V Versicherung has given us the opportunity to check and update a large number of customer master data. In addition, we were able to improve processes based on customer feedback. It's a win-win situation for R+V, Complero and the end customers." - Steffen Schneider, Co-Founder @Complero
THE OUTLOOK
Together, more than 20,000 updates have already been carried out. Together, they strive to provide customers with excellent customer service, to constantly add new features to the product, and to work together to find more ideas and connecting points.
Together with R+V Versicherung, Complero is planning several exciting projects in the future. The topic of chatbots will move into focus, and they also want to automate responses to email bounces and expand their own dashboard access.
"Complete and correct customer master data is essential for our business success. Thanks to the cooperation with Complero, we were able to significantly improve our data quality. And we have learned a lot from each other in an agile environment!" - Adrian Ritter, Project Manager Customer Data @R+V