AMBITION
Elevate customer service
NN Group, an international insurance company, manages extensive customer interactions across 30+ contact centers and 3,000 service agents handling 2 million calls annually. Aiming to elevate customer service, NN launched a Call & Ops Transformation Program to address three key areas: expanding customer service channels, enhancing analytics for business impact, and improving handling times and operational efficiency.
ACTION
Deloitte partnering with NN group
Deloitte supported NN’s call & operations transformation program in setting up the program with clear objectives, KPIs and workstreams to deliver results. Deloitte also supported several workstreams which included:
- An implementation of speech-to-text with a GenAI solution (GPT)
- Call summarization and automated call logging and inclusion in the CRM system (salesforce)
- A migration to Genesys Cloud from PureConnect, essential to preserve the service quality and ensure ongoing updates.
Achievement
Lower cost base for customer service
NN Group achieved a lower cost base for customer service, an improved Net Promoter Score (NPS), and significant time savings—agents now save an average of three minutes per call due to automated call summaries. The quality of data also improved, allowing for more precise analysis of call reasons, optimized operations, and better customer service outcomes.