In the insurance market, December is always a busy month. This is because in this month the biggest prolongation of the year takes place, while at the same time many health insurance policies are also adjusted. On the ANVA Service Desk, December was also always a busy month. In fact, every ticket had more priority due to our customers' busy schedules. Still, December was not the busiest month for us, on average we received fewer tickets than the other months of the year. Until last year...
By now it is widely known that the link with the RDW has changed. Until now, when entering a new car policy and registering the license plate, it took a day. We collected all license plates and only sent the ADN messages containing all changes in license plates to the RDW the next morning. If there was an error in the message, it did not show up until the next working day. That had to be corrected and then registered again a day later. Actually, that sounds quite old-fashioned with all the modern technology nowadays, doesn't it?
Fortunately, we now have a real-time link. As soon as the button is pressed, the mutation goes to RDW and the user gets immediate feedback. Still, that doesn't happen overnight. Before that, all our proxy customers had to place a certificate and then have us switch the switch so that ANVA understands that you want to deliver it real-time. Exactly in that last action we could have made the difference.
Because why did we as Service Desk accept that not the customer himself, but we as Service Desk had to convert the link? Surely the customer knows whether they want to switch or not and whether the certificate is already in place? Afraid of introducing errors into the market or that customers would wrongly switch over, we now made sure that about 90 customers had to approach us to find a time to switch over the link. Ideal? Definitely not. Especially not in a month that is extremely busy for them. You'd rather make the switch yourself, wouldn't you? That takes a lot less time. We can be bigger and more critical within our organization.
Many of you reading this will recognize that the society conversion with ASR has been quite a headache and pain. Even before the January rollover, part of ASR's portfolio had to be converted. Something that had been planned much earlier in the year, but was postponed. Postponed into the busiest month of the year....
Then when that doesn't go well, there's a lot of pressure behind it. After all, it had to be resolved before prolongation. Smooth? No, it certainly wasn't. Things were processed twice, data did not match and we even occasionally overwrote a policy. How should it have been done? Here we can also be bigger and more critical, not only within ANVA, but in the entire market.
A lot of volume goes through our software every day. In such a case, our role is to say to an insurer: don't do this to the market. Not only for the peace of mind on the Service Desk, but also for you as a customer. Apart from that, we should have looked much more closely at the conversion program an sich. Every colleague on the Service Desk should have had deeper knowledge. We used the program before, but did not look at what reports came out of it then. For the NN conversion scheduled for March 2022, we picked up these areas for improvement immediately. Just this month, we as Service Desk and developers are meeting to look back at last time and to secure our knowledge in time.
Whereas we applied for the company certificate for ADN in October with many customers (and placed it in ANVA), the same had to be done for Aplaza by January 7, 2022. This is something we have been preparing for a long time and where we worked well with Aplaza. This created a dedicated Web page on their side and a blog on my side. We also sent mailings to customers with a clear explanation. Completely without our help, however, things didn't work out. Especially when the pressure is a bit greater and things don't work out in one go, it's nice when we can help. Here I don't think we could have done much differently.
In addition to tickets on the above three topics, we of course also received regular questions. We are still proud of the fact that the prolongation itself with billions of policies went smoothly with almost everyone. Reports did come in around prolongation, including about forms to notices for agents.
In short: December was busier than expected. Nevertheless, we enjoyed our furloughs and were able to serve most customers quickly and smoothly. So what are you complaining about, I hear you thinking? We were working so nicely to reduce the number of red tickets. From almost 100 we were down to 18 on the Service Desk. Now there are 27 again; after all, we had to make choices. Fortunately, we have another 12 "clean" months ahead of us to reduce the number of tickets, which ran outside the SLA, to 5. And more importantly, to keep that too!
Personally, I had as a learning point in 2021 that I may confront more often. I got better at it, set clearer frames. In 2022, this 'small' woman of 1.65 meters will make herself a little bigger. In order to maintain peace in the many changes around us for ourselves and especially for you as clients. I am looking forward to it!
