Europ Assistance - Activity Report 2015-2016 - page 20

Pascal Baumgarten,
Group Chief Operating Officer
PRESERVE AND
ENHANCE EUROP
ASSISTANCE’S FIRST
MOVERADVANTAGE
nnovation is not a separate activity, but a seamlessly integrated
part of our organization and day-to-day operations. We are
constantly looking for ways to make our existing services
more convenient and accessible for our users through better use
of technology, and to develop new services addressing unmet
needs of our clients.
NEW SOURCES OF INNOVATION
Some of our innovation projects are launched following Group-wide
Problem-solving sessions; others are simply the brainchild of Europ
Assistance employees across the world, who know the company will
always support them in turning a good local idea into an international
success. Last year, as part of the process for defining the
We Connect
strategic plan, Europ Assistance launched the largest call for projects
ever organized among the employees: the “
We Connect
Days”, in a
bid to invent the Group’s future and activities. A vast number of our
employees helped define the strategic plan by submitting innovative
ideas to the dedicated collaborative platform.
NEW SOLUTIONS FOR NEW BEHAVIORS
The exponentially growing use of smartphones has changed the way
most customers now expect to interact with an assistance company.
In order to meet these new expectations, we have launched the Digital
Road Side Assistance service, a full end-to-end process based on
geo-location of both the customer and the towing trucks that belong
to our network.
Outdoor No Problem is an interesting example of a new product
that combines assistance and technology through a powerful GPS
platform, allowing customers to call for assistance or contact their
family or friends if they need help while trekking, mountain-climbing
or canoeing. By delivering more specific customer solutions through
a multi-channel distribution model, we are better placed to meet
changing needs in an ever more digital context and to preserve
and enhance Europ Assistance’s “first mover advantage”.
I
> DIGITAL ROADSIDE
ASSISTANCE
New app-based channel
offered to some of our
customers in France, Italy
and Spain (other countries
soon to be included)
so they can interact
with Europ Assistance,
access information on
their assistance, and rate
the quality of our service
in real-time, without the
need of voice contact
> OUTDOOR NO PROBLEM
GPS assistance platform
providing emergency
assistance to customers
during their outdoor
activities such as trekking,
canoeing and mountain-
climbing, wherever there
is phone coverage.
KEY INFORMATION
18
DIGITALIZATION
INNOVATION
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