As a proxy company, Heinenoord Assuradeuren is linked to more than 20 reputable insurance companies. It therefore has the authority to sell products of various insurers under its own brand. To make communication with and from its service offices as efficient and standardized as possible, Heinenoord started implementing a link between ANVA and PlanetPress.
Christian Mulder, Customer Experience Manager within Heinenoord explains: "In the old situation we used several systems, now only one: PlanetPress. Together with, among others, ANVA's consultant Wilfred de Jong, we professionalized all our communication processes and output and standardized them in a positive way. Communications sent to and from our offices and end customers are now visible in the ANVA file. We have also started reducing a large and unmanageable number of policy sheets to two variants and have linked our printing line to ANVA using PlanetPress."
After the summer of 2022, Wilfred within Heinenoord (a member of NLG) started mapping the existing setup and now associated incurred issues. His knowledge and capacity came in handy to stably set up PlanetPress within the already unlocked offices and resolve all incidents. In the spring of 2023, the project team, including Christian and Wilfred, started the rollout to all Heinenoord offices.
Wilfred says: "We took it step by step, with the goal of connecting the financial output and the existing prolongation output to PlanetPress. For each process and sometimes even per office, we first looked at the current setup, then at the intended setup and went through various test scenarios, for example on content, layout, logos and sending domains. Only when that was all right did we start the migration per scenario or target group, and then check and monitor whether it ran as hoped and thought."
With the ultimate goal of sending all communication via PlanetPress in mind, new possibilities arose around sending the renewal documents. Parallel to the technical opening up, Wilfred and Christian therefore immediately prepared new communication around possible premium adjustments, which was activated after the full transition. This reduces Heinenoord's preparation time for 2024. The customer experience also increases by offering nicely formatted communication in the right sets of bundled documents.
The final rollout was picked up in small groups of about five offices per round. The intermediaries with the fewest policies, and therefore the least risk, were transferred first. Lessons were learned from each step in the conversion, making the next step even easier and also larger.
Now that all Heinenoord offices are using PlanetPress, it is time to move on. "We want to continue to improve the quality and manageability of our documents and processes to increase our customer satisfaction. Through the standardization and efficiency of PlanetPress, we can ensure faster turnaround and more customer-friendly output. Within Heinenoord, I focus on the customer experience and do not have deep knowledge of ANVA. I am therefore very pleased with and satisfied with Wilfred's efforts. His substantive knowledge and my experiences in customer experience and project management are a good match," Christian concludes.
Are you curious in what area our consultants can help you? Then read on about our consultancy approach.
PlanetPress is provided by Output4You. Please feel free to contact Richard Tilman (085-2007580) to further explore the possibilities.
