Opportunity
Topdanmark is the second largest insurance and life and pension company in Denmark, with market share of 17 percent in non-life insurance and eight percent in life insurance. Headquartered in Ballerup, the organization has approximately 2,450 employees.
Topdanmark prides itself on the quality and depth of its customer service. It recognizes the direct correlation between the customer experience it delivers, customer loyalty to its brand, and, subsequently, the opportunity this presents for business growth. The company operates one of the largest contact center floors in Denmark, with 900 agents managing up to two million in-bound calls every year—and customers are left, right, and center of the Topdanmark service-centric strategy.
“Insurance is a low-frequency, light-touch service,” comments Jens Green, director of marketing at Topdanmark. “Customers typically contact their insurance provider only when they renew or update a policy or make a claim. Our objective is to optimize the customer experience at this moment of truth. Every communication counts towards increased satisfaction and brand loyalty.”
For many years, customer calls were recorded for compliance and training purposes, but Green and his team needed deeper, 360-degree insight into each customer relationship to better understand needs, behaviors, and preferences.