As a pure player in a sector that has not yet undergone digital transformation (putting technology at the service of the customer), Leocare has entrusted part of its customer relationship to a specialized partner.
For almost a year, the start-up, specialized in car, motorbike, home and smartphone insurances, has been working with Comdata to manage its leads. Even if the customer journey is meant to be digital from end to end, human interaction often remains essential to turn leads into customers. Through outbound calls – and since January, inbound calls as well – Comdata’s teams help customers to complete their quotes and continue the subscription process independently.
A strong ability to embrace Leocare’s corporate culture
To this day, twenty advisors take care of Leocare’s clients and prospects. The neo-insurer has defined specific criteria for the teams in charge of the calls and expects them to be experts in property and casualty insurance as well as promoting the ‘mobile first’ approach. ‘There is a strong need to dive teams deeply into the sector, and our corporate culture. For example, at Leocare, customers are called by their first name. Advisors are therefore trained to suit those requirements‘, explains Julien Letteron, Account Director at Comdata.
Comdata’s advisors handle between 1,000 and 1,500 leads a day and receive around 5,000 calls a month, with an average 95% quality of service.
‘To achieve these objectives, we can count on the skills, speed and responsiveness of our teams,” adds Julien Letteron.
Leocare in key figures :
- A customer portfolio of 42 million euros
- 100% of acquisition via digital
- +15,000 new contracts / month on average
- +8,000 customer interactions per day (chat, email, phone, etc.)