Using Vainu, LocalTapiola has increased its first call hit rate by 20 %, decreased contact volume by 20 % and saved over 1,500,000€ in expenses.
LocalTapiola Group is a mutual group of companies owned by its customers. LocalTapiola's products and services cover non-life, life and pension insurance, as well as investment and saving services.
LocalTapiola is one of the largest insurance companies in Finland, and a happy Vainu customer. About a year ago, LocalTapiola faced challenges with their sales and customer services, and started the search for a solution. They soon found out about Vainu and started collaborating. To this day, Vainu has saved them more than 1,500,000 euros, according to LocalTapiola Financial Director Sakari Pehkonen.
For businesses, LocalTapiola provides services which help them face unexpected misfortune. “We give them more healthy years of life and help them reach economic independence,” Pehkonen says. About a year ago, Pehkonen realized their sales and customer service was not running smoothly enough, which was threatening their core promise of service. From the customer experience side, the company's internal processes were taking too long, while customer meetings were inefficient due to salespeople knowing too little about the customer. Furthermore, the cost of sales operations was increasing more quickly than the profits from those operations.
LocalTapiola spent three months pinpointing the issue, and ultimately understood they simply needed more data on their customers. “The solution we found was to start cooperation with Vainu,” Pehkonen says. Vainu provides LocalTapiola with corporate data and analytics which is then integrated with their own BI- and CRM-data. All this is then combined with an AI-powered technology called Vainu View, which provides a comprehensive look at the customer when contacted. “The solution brings us completely new ways to take care of our customers' needs," Pehkonen explains. “We now know how their business is going, what is written in the news and whether or not they have - for example - new people coming into the company, all of which gives us a lot of information to talk about,” Pehkonen summarizes the benefits.
"Our first call resolution has gone up from 75% to around 90%. Also, our contact volume has gone down about 20%, and our net benefit can be counted in millions by the end of the year. And we’re just getting started."
Using Vainu, LocalTapiola's sales and customer service have improved their speed and quality, and also saved on expenses. “Our first call resolution has gone up from 75% to around 90%. Also, our contact volume has gone down about 20%, and our net benefit can be counted in millions by the end of the year. And we’re just getting started.” Pehkonen finishes.
Vainu brings us entirely new ways to take care of our customers' needs. We've increased the percentage of customers we can help during our first call with them from 75% to 90% since we started to use Vainu. The tool has helped us save over 1,500,000 euros in one year, and we're just getting started.