The agent of the future.
During the course of their lives, our customers find themselves confronted with numerous problems and adversities. Our job is to be there for them in these difficult moments when it really matters. This is Helvetia’s goal.
Text Department for Communication and Sustainability of Helvetia Seguros
Photos Guillermo Aguilar, Sevilla
What is more, one of the pillars of our new strategy, namely to be a Local Customer Champion, is based on this premise: we want to be even closer to our customers and therefore need to utilise the strength of our trade network. To achieve this goal, Helvetia Seguros has a large team of brokers in Spain with more than 1,200 exclusive agents who manage around EUR 290 million in premiums, equating to more than 52 % of our portfolio. Our brokers are characterised by a close relationship with customers that is based on trust, professionalism, empathy, honesty and communication.
Our customers are therefore very satisfied with them, as revealed by the net promoter score of 52.10 % achieved by the company in this sales channel. Helvetia Seguros agents have numerous advantages, including a specific plan for specialised and supervised training during their professional career, participation in incentive programmes, support from the Sales Support Centre, a personalised website and other benefits. Thanks to these advantages, we have been able to establish a very valuable sales network in Spain. To achieve the objectives we have set ourselves, this network must now continue to develop.
The aim is to utilise our network of representatives in an optimum manner in order to have more direct and personal contact with our customers. Among other things, we will therefore develop a global strategy to attract promising agents going forwards through various strategies. We will continue to train them in the use of new digital tools and how to make better use of the CRM system, as this provides them with useful information about their customers.
In addition, we will seek to improve their business acumen by encouraging them to adopt an omnichannel approach and specialise in those products that are most valuable for their portfolio. We will also support them in utilising telemarketing channels for their business. Another area that we will continue to work on is agency succession, as this will help us to enhance the sense of ownership of future generations of agents and maintain customer loyalty. Conversely, in the case of agents who do not have a replacement, we will develop business continuity plans in order to retain the trust of their customers. In short, with this evolution of the Helvetia agent model, we want to further consolidate our agent network and retain talent in order to be closer to our customers and thus achieve our goal, namely to be a leading reference company in Spain.
Eat the frog
Mark Twain once said that if you have to eat a living frog, it is preferable to do so first thing in the morning so that nothing worse can happen to you for the rest of the day. The “eat the frog” strategy is a prioritisation and productivity method that helps people to better identify difficult tasks. The idea behind it is that you identify a difficult task (the frog) and take care of it first thing in the morning (eat it).