Europ Assistance - Activity Report 2015-2016 - page 39

CONSTANTLY
THINKING OVER THE WAY
WE WORK
Pascal Baumgarten,
Group Chief Operating Officer
HOWARE NEWDIGITAL TECHNOLOGIES
IMPACTING YOUR BUSINESS?
The assistance market is undergoing
major changes, fueled by the growing impor-
tance of the digital technologies. Roadside
assistance is an interesting case study. In re-
cent years, the advent of mobile phones and
then smartphones changed the way we com-
municate both with our customers and with
towing trucks. Today, the use of telematic
boxes in vehicles means that cars can auto-
matically send an alert signal in the event
of a breakdown. Tomorrow, we will need
to adapt to self-driving cars. Each new wave
entails a major change in our interaction
model with customers. This is also true in
all of our other business lines.
HOW ARE YOU ADAPTING TO
THE GLOBALIZATION OF TOURISM
AND BUSINESS TRAVEL, ANOTHER
MAJOR CHANGE THAT IS IMPACTING
YOUR SECTOR?
To adapt our Travel activity to this
globalization trend, we have international
skills centers capable of delivering services on
a global scale, with a consistent level of qual-
ity and standard processes for our customers,
wherever they are or come from. In Europe,
our travel skills center in Madrid already
services numerous international contracts.
WHAT DO YOU DO TO BETTER SERVE
YOUR CUSTOMERS IN THIS CHANGING
ENVIRONMENT?
Thinking over the way we work and
how we use technology to better serve our
customers is a priority for Europ Assistance.
We need to constantly challenge our pro-
cesses and organization to keep up with the
changing environment and continue to pro-
vide best-in-class service to our customers.
Our Lean Management program, combined
with our Net Promoter System, plays a key
role in our strategy. Furthermore, to improve
the efficiency of our Corporate governance,
we have set up a weekly Group Management
Committee and a Delivery Board mobilizing
all our operational managers to share objec-
tives and manage accountability.
WHAT ARE YOUR KEY CHALLENGES TODAY?
We have high growth ambitions for the
coming years, which call for the develop-
ment of new services and new offers, while
simultaneously maintaining our profitabil-
ity. This balance demands a high level of
agility. As a result, one of our key challeng-
es is to prioritize the allocation of resources.
2015 was the first implementation year
of the
We connect
Strategy, and we have
proven our ability to deliver growth while
investing for the future. We need to main-
tain this momentum over the coming years.
11.6
MILLION
number of cases handled
by Europ Assistance
in 2015
37
EUROP ASSISTANCE
ACTIVITY REPORT 2015-2016
1...,29,30,31,32,33,34,35,36,37,38 40,41,42,43,44,45,46
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