Improve customer focus

A life insurer noticed a sales decline, which was due to a decline in customer satisfaction with the service. The quality of the products and policies did have a good score in customer satisfaction surveys. Together with the customer, MSR has developed and implemented an improvement program in which the customer once again became the focus of attention within the operational processing.

Our approach

  • Research into customer satisfaction
  • Redesign telephone service and set up a full customer contact centre
  • Improve customer focus among staff
  • Process optimization with a focus on customer critical aspects
  • Performance improvement in management culture
  • Redevelopment department


  • Market research
  • Training and coaching
  • Customer contact centre soft and hardware
  • Performance dashboard


  • Strong improvement in customer satisfaction
  • Strong improvement in accessibility
  • Efficiency improvement within the policy department
  • Sales increase