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2. July 2020 in Blogposts

Corona and its impact – setting the course for digital customer communication

During the Corona pandemic, video conferencing quickly became an indispensable part of everyday life. Even before the pandemic’s outbreak, digital consulting was part of the business model for many insurance and financial companies, complementing on-site meetings. Flexperto has been offering companies an all-in-one software solution for digital sales since 2012 and is further helping numerous companies with rapid implementation, not just in times of crisis like this one.

Thanks to an ever-increasing customer acceptance during the Corona Pandemic, the advantages of online consulting are becoming more and more recognized. In this way, even less digitally skilled consultants have the possibility to minimize their on-site appointments. Over the course of the past 4 months, Flexperto has been able to increase the number of users by 200 %. The use of the platform has also increased very strongly. Comparing the months of January 2020 and May 2020, the total number of "minutes" of online meetings within the Flexperto platform has increased by approximately 1,600%.

Especially companies that had already invested in digital consulting before the crisis benefited and were able to record increases in sales. This becomes apparent when having a look at a quote from Bayerische Versicherung: "Even before the outbreak of the pandemic, we used video consulting and it has become clear that sales partners who also use digital tools in their activities have been able to record a strong increase. Our “non-digital” partners would have gone down with their sales numbers."

Findings from the Corona Pandemic

The first learning is that the customer desires a seamless media experience within the sales process. Therefore, a simple video telephony provider is not sufficient. Flexperto is a professional sales tool that offers the entire consulting process from appointment scheduling to legally valid e-signatures – all combined in one online solution.

It is also financially worthwhile to rely on digital communication. As reported by Bayerische Versicherung and Christopher Lohmann, CEO of Gothaer Allgemeine Versicherung AG, among others, some consultants have lost very little business as a result. They were hence able to continue to advise their customers and support them during the Corona crisis without decreases in sales. Especially if they were already using digital tools such as Flexperto before the crisis and were therefore already experienced in using them.

Due to the discontinuation of face-to-face meetings in the context of the Corona crisis, the behaviour of intermediaries and companies has changed in such a way that the question is no longer whether you want to offer your customers digital advisory meetings, but how quickly employees can be equipped and trained to use digital advisory tools. Thanks to Flexperto's long experience in the field of digital communication and a well-rounded product, thousands of employees were equipped with Flexperto’s software within a few days. For example, Flexperto was able to increase the number of DEVK consultants from 70 pilot users to 1000 company license users within 14 days. Mehmet Türker, Head of Innovation and Digitisation Management Sales at DEVK, recently stated that comprehensive weekly trainings and webinars have enabled around 250 colleagues in the sales department to use the new video solution, both technically and in terms of processes. By offering additional training courses in which the topics of addressing customers and conducting conversations over distance were discussed, DEVK ensured that agents not only had the ability to use the technology, but also wanted to use it.

In addition to the consultants' digital switchover, the companies had to take into account the new data protection requirements when choosing a professional video provider. Flexperto also offers a solution for this. The online consulting process can be documented and recorded and is completely FinVermV and Mifid II compliant. This means that companies do not need to make use of an external program - they can receive a solution from a single source.

A look into the future:

Felix Anthonj, CEO and founder of Flexperto says:
"During the Corona Crisis, many consultants and customers tried digital consulting for the first time. As a result of very positive experiences, many have decided to pursue a hybrid consulting concept even after the pandemic. Many companies have now created the conditions for digital consulting, home office or remote work. I assume that now, in addition to the qualification of consultants, it is above all consistency in the implementation of digital consulting processes that makes the difference. Digital tools must be seamlessly integrated into the companies' system landscape, for example the CRM systems. This allows a 360 degree view of the customer and an omni-channel sales tool.”

Felix Anthonj

Felix Anthonj, founder and managing director of flexperto GmbH, a Berlin-based Software-as-a-Service company. With flexperto, agents can arrange appointments with their customers online, discuss questions via video chat, sign contracts digitally and say "hello" to customers via Whatsapp or Facebook Messenger. Anthonj is the visionary behind flexperto's unique Communication Cloud, which is used by more than 40 financial service providers, banks and insurance companies for their digital customer dialogue. He has made a name for himself as an expert for sales digitization strategies, especially in the insurance and banking market, through lectures and consulting mandates, including as an advisor to the Berliner Volksbank and as the initiator of the Digisurance Conference.

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