Europ Assistance - Activity Report 2015-2016 - page 19

WE CREATE TAILORED
SOLUTIONS TO SUIT
OUR CLIENTS’ NEEDS
Pierre Brigadeau,
Group Chief Sales & Marketing Officer,
Global Head of Business Lines
CAN YOUHIGHLIGHT OTHERMATERIAL
ASPECTS OF THE
WE CONNECT
STRATEGY,
FOCUSINGONGLOBALIZATION,
TECHNOLOGY &CUSTOMERS?
These three elements are closely connect-
ed. In all our business lines, the offer is increas-
ingly driven by the way consumers use tech-
nology. For instance, in Roadside Assistance,
we have digitalized end-to-end assistance ser-
vices to make customer experience easier at
key moments and provide information when
users need it most. Similar initiatives from the
other business lines include Connect&Moi*
and the Schengen E-shop**.
WHAT HAVE BEEN THEMAIN
ACHIEVEMENTS SO FAR?
We have grown more agile and are better
able to cope with the globalization of customer
demand. In the travel business, for instance, we
have created insurance and service solutions to
support global customers, which make it very
easy to add new markets. In corporate assis-
tance, we can support expats regardless of des-
tination with global Business Travel Insurance
& Risk Management solutions.
WHAT ARE THE GREATEST CHALLENGES?
Technology is both our greatest opportu-
nity, and our greatest challenge. In addition to
having built 24/7 platforms around the world
and a network of 750,000 service suppliers,
technology has become our third top strategic
asset. It helps building extraordinary customer
experience. However, technology changes
rapidly and it can be challenging to set in-
vestments at the right level. Given our fast
growing global offer, we need to deploy new
services into larger geographic areas faster.
Although we have already created global plat-
forms to serve whole areas from a single base,
we now need to replicate regional platforms
for additional business lines. Our Concierge
&CRM global unit is already operational and
will soon be extended to other continents.
Our Global Travel Service Platform has al-
ready achieved significant development.
INWHAT WAY ARE EUROP ASSISTANCE’S
GLOBAL SOLUTIONS CHANGING
YOUR BUSINESS?
We create tailored solutions to suit our
clients, therefore everything is based on their
needs. Our offer is globalizing as fast as our cli-
ents are expanding. We therefore need to be
agile at every step, from product design to ser-
vice delivery. This starts with Sales &Market-
ing governance, which focuses on dealing with
customers’ needs, globally as well as locally. By
“cross-fertilizing” our product, we can respond
to global demand more effectively. For our cli-
ents, this reduces time to market and makes
products richer through global exposure and
best practice deployment.
3
European countries deployed
with end-to-end digitalized customer
processes for Roadside assistance
ALREADY
* An innovative digital solution using motion sensors to detect unusu-
al behavior and provide assistance to elderly or housebound customers
when required.
** A commercial platform to make it easier for non-European travelers
to buy travel insurance and assistance, as well as get visa information in
the Schengen area.
17
EUROP ASSISTANCE
ACTIVITY REPORT 2015-2016
1...,9,10,11,12,13,14,15,16,17,18 20,21,22,23,24,25,26,27,28,29,...46
Powered by FlippingBook