Dashboardsas pilot for Sales Force Effectiveness@ Ethias Larissa Kluge Sinne Baeten 24/06/2014
Ethias vision
Ethias is > 1 million clients > 4th insurer on the belgianmarket (3rd on the non-life market and 5th on thlife market) > Addresses retailclients and publicinsitutions& corporate market > Belgian market dominated by brokers > Ethias strategy relies on being directlyin contact with its clients through 3 channels : 42 Agencies 2 Contact Centers Internet
Ethias aims > The constant strive to offer products and services at the best price/quality ratio and customized to the needs of our clients > Quality standards in operational processes (claims/ policies)
Ethias has > No exclusively financial approach > Seeking profitin the interest of the insured > Long termrelations basedon Humanity Ethics Commitment Proximity
Business objectives Monitoring strategic objectives and sales results in a unique Dashboard (retail only)
Business objectives Sales Performance EFFICIENCY Change of Mindset PROACTIVITY Sales Force Effectiveness Program Sales Proces EFFECTIVENESS Client Satisfaction DELIGHT 6
Too many information kills the information How to get an overall view
Different sources
Sales Force Effectiveness initiatives > One of the initiatives of the program was to get a better integrated view of all sales results in relation to business objectives > In orderto beable to pilotsales > Using a «visualperformance» tool ETHIAS CONTEXT SALES FORCE EFFECTIVENESS PROJECT NEXT STEPS CONCLUSIONS
A long journey begins 2013 2011 Identifying the business need Defining the needs in IT terms get the IT on track Finding the right tool together with IT (business tool) Real work begins... ETHIAS CONTEXT SALES FORCE EFFECTIVENESS PROJECT NEXT STEPS CONCLUSIONS
A long journey begins preparing the data Datamart
A long journey begins designing the dashboard
First step achieved
First step achieved
Feedback from the field Merci pour ce super outil! Très agréable et efficace M. H. (bureau Namur) Benieuwdnaarde nextsteps S. V. (Regio manager) Je suis très impressionné par les possibilités. Cela me permettra de les présenter sur l écran de la salle de réunion lors de la prochaine réunion de bureau que je ferai fin du mois. V. S. (bureau Wavre) C est clair, facile d utilisation, on visualise bien les données Bravo! L. L. (bureau Uccle) Zeeroverzichtelijken gebruiksvriendelijk! H. V. (kantoor Kortrijk)
What s next? ETHIAS CONTEXT SALES FORCE EFFECTIVENESS PROJECT NEXT STEPS CONCLUSIONS
Conclusions Know Exactly what you want Think Large enough Get People from IT involved Communicate Business IT