A fabulous day in Bristol yesterday for a group of 25 clients who went to see how the RAC run the BSINS processes in full. Although I’ve seen them present what they do a few times, their enthusiasm and passion is still just as infectious. “An inspiring day” was a common feedback.
What have they done that’s so right?
They have connected all the dots. They have established fantastic staff and stakeholder engagement, are reducing unnecessary demands all the time, providing transparent intelligence from the front line straight to the business and continually changing the partner and customer experience. They’ve even been winning more business because of the intelligence they can provide partners about their customers and which their account teams can demonstrate.
It is clear why RAC won the Aviva Customer Cup from 450 entries worldwide. The agents would not want it taken away, it makes such a difference to them. And the quantified business benefits are significant.
Polishing the cup they are so proud of, the RAC team shared their detailed experience of running the processes of Skyline and WOCAS ( What our customers are saying). The keys to success are action not words – continually acting on what front staff learn with customers and continually communicating. “Transparency” was a word repeatedly used. Managers around the business can see for themselves in real time what is bring suggested by customers. And front line staff can see for themselves what management is doing about what customers say.
One senior Aviva manager quotes was “This is the only part of our business where we know what customers think all of the time and it’s clearly measurable”. I wonder why the rest of Aviva aren’t using the approach after judging it the best thing for customers in the Aviva Cup?
