ANVA's customer domain is the focal point for everyone who has regular contact with our customers. Introduced over a year ago and active since four months with a new Lead Customer Support. Together with Daan van der Lugt (CCO) and Naomi Stol (Lead Consultancy) Marleen Cornelissen and her team are building an improved customer experience. High time to introduce herself to you and share her plans.
When I started at ANVA, I asked all the colleagues on the Customer Support team what they love about working in Customer Support. The answers showed that most colleagues enjoy helping customers and solving problems. With the many configuration options in ANVA, no incident or question is the same and therefore no day is the same. Of course that is sometimes annoying, because when we receive a complaint it means that a customer has problems with our software. Being able to solve it and help the customer further, that's what we do it for! And that is exactly what I like about working in support: no two days are the same. Sometimes it is hectic and demands are made on analytical skills to solve a problem. Or on communication skills to help the customer further. I also really enjoy improving processes, which benefits both customers and colleagues.
Our Customer Support team, as most of you know, is very diverse. Ages range from 30 to 66 and tenures range from just a few months to nearly 25 years. That also means we are hiring new people in the coming period to cover the departure of colleagues who are retiring. We make sure there is enough overlap so that we can properly induct new employees.
As the team grows and ANVA6 develops, it is important that we as Customer Support continue to professionalize. We want to nurture customer satisfaction, handle tickets within the agreed SLA times and maintain the engagement of our employees. This may mean that we will ask you more often to create a ticket when you call, so that we can handle the tickets in the right order and based on priority. Of course, we will seek telephone contact if we need more information for a ticket. Because that personal contact and the appreciation from the customers if we can help them further, that is what most colleagues like about working with our customers!
I have found my first few months at ANVA to be fun and educational. I thought I already had some knowledge of the insurance industry, but now know that there is still a lot to learn about Managing General Agents, prolongations and abbreviations such as UIV, NVGA and VNAB. My conversations with a number of clients were very valuable. I look forward to continuing to support you as a customer to your full satisfaction on ANVA 4/5 as well as preparing the team for the future with ANVA6! Last quarter the average customer satisfaction was a 4.6 out of 5 and our ambition is to raise this to a 4.8."
Marleen Cornelissen
PS: Do you know someone in your network with a heart for Customer Support? Then refer them to our vacancy.
