Each interaction is an opportunity to add value for the client/advisor, go the extra mile and get to know them better. You too can take action to help bring our CX vision into your everyday work!
The CX actions selected
See what client experience looks like at iA. These five employees have applied one of the CX guidelines in their everyday work to provide peace of mind for our clients or advisors.
Week of November 25 to December 1st, 2019
Design guideline
Catherine Jauvin
Communications Advisor
Group Benefits and Retirement Solutions
During a more complex group retirement savings implementation, I and my implementation team members designed a short, fully customized document that would allow our client to better understand its new savings plans and the upcoming steps to complete the transfer to iA. The idea came following a call (first contact) where I felt the client was overwhelmed by the scope of the work to come. This document was intended to reassure the client that we would be there to support them at every step, in addition to highlighting the advantages of changing their plan provider.
This week’s
winner
Behavioural guideline
Annie Tremblay
Customer Service Agent
Career Network
A client came to our office to file a death benefit claim for her deceased mother. She was quite overwhelmed by everything a death entails. The policy is an iA Excellence policy, and she wants to settle it now; she does not want to do it over the phone because she doesn’t want to be transferred from one person to another. I called Excellence myself and made sure that I was speaking to the right person. The agent I was speaking to told me that she must speak to the client. I got the client settled in a room and transferred the call to her. The client left satisfied because the claim was initiated. When she left, she was smiling.
Behavioural guideline
Nathalie Tessier
Analyst Assistant
iA Excellence
When working on a disability claim, the diagnosis seemed to be one of the policy exclusions. This meant that we would have to verify the situation before sending the forms. By contacting the insured, I avoided the costs associated with sending the form and a denial. This also gives us the opportunity to collect additional information in order to move the file forward and help our client feel more secure.
Behavioural guideline
Nijane Jeyavinthan
Customer Service Representative
Group Benefits and Retirement Solutions
I focus on our client’s needs when taking their calls everyday. For example, when a medical referral is required for a claim and the member says it was already submitted, before asking the member to re-submit documents, I follow up with the appropriate department to ensure the documents were received. If not, I follow up with the member with a reminder to re-submit, then confirm whether the documents were received. This puts members’ needs first and gives them peace of mind that someone is looking into their request and following up.
Design guideline
Camille Goubet
Product Marketing Coordinator
iA-SAL
We have a lot of iA Dealer Services Extended Warranty Programs with many options in our catalogue. It could be very difficult to understand and see the differences among them. I thought about how to help our consultants and sales representatives better know our products, know the differences among them and their key strengths in order to be more efficient in front of our dealers. I created a one-pager with our principal programs and their key points. Since then, I've received some requests from consultants to decline and customize this support for different dealers (e.g. Birchwood).
Week of November 18 to November 22, 2019
Behavioural guideline
Tiffany Surendran
Senior Collections Officer
iA Auto Finance
After the client’s vehicle was seized for failure to pay his iA Auto Financing loan, he called to see how to get his vehicle back. The client needed over $5,000, to cover his arrears and bailiff fees. Because the client was in a difficult situation, I recommended that he pay the outstanding arrears and bailiff fees with their next regular payment. This allowed me to temporarily waive the NSF charges. A special discount was given to update the loan, which enabled the client to recover his/her vehicle.
This week’s
winner
Design guideline
Gaétan Caron
Business Analyst, Client Analytics
iA Financial Group
As part of a project, I took note of a report produced by Operations to show daily performance. It takes a mentor 45 minutes every day to produce this report. By developing a simple solution using email and a calculation template, this time is reduced to five minutes. This gives the mentor 14 more hours per month to mentor others and serve clients. By identifying a possible improvement and creating a simple and effective solutions, I helped the Group Insurance sector better serve their clients.
Behavioural guideline
Martine Bélanger
Construction Project Manager
Real Estate Investments
As part of the major refurbishment of the offices of our tenants, the Société québécoise des infrastructures (Quebec infrastructures corporation) and the Ministère de la Justice du Québec Quebec ministry of justice), we decided to obtain LEED v4 certification for our building located at 1200 de l’Église Street. To obtain this certification, we had to optimize the building’s energy efficiency by installing an automatic lighting control system in all spaces adjacent to the windows on all floors. This was a huge change for our tenants! We received eight complaints in one week. I took the initiative to meet with each complainant personally to explain why we were making the change. Everyone was satisfied with our level of involvement.
Design guideline
Marilyn Blackburn
Business Analyst
iA Financial Group
When it comes to the processing of our suppliers’ underwriting requirements (sending and receiving sampling requests, lab work, telephone interviews, etc.), some requests did not reach their destination (upstream or downstream) because of a bug or another reason. This resulted in longer processing times for client underwriting requests because of the time it took to discover the bug and to redo the transfer of information. We implemented a control mechanism to identify these events so that we can always offer the client the best experience in terms of underwriting timelines.
Behavioural guideline
Kathleen Thibault
Client Relations Specialist
iA Financial Group
I received a call from an agent regarding a transaction that we cannot perform. I explained the reasons for refusal and I made sure to understand what she wanted to do from the outset so that I could find a solution and explain the best way to proceed. I took the time to look at other contracts issued for this client and get the information needed from the agent upon initial contact so that we wouldn’t have to contact her several more times. We went reviewed four separate requests.
Week of November 11 to November 15, 2019
Behavioural guideline
Jean Vézina
Customer Service Agent
iAAH
A client called me to report a change regarding a change of vehicle. I asked the client for information about the new vehicle. However, the client did not have information about the creditor. I offered to call the dealer directly to get the information to avoid the caller having to call us back.
This week’s
winner
Design guideline
Lucie Royer
Group Contract Administration Analyst
iA Financial Group
After participating in a workshop, I volunteered to help make sure the Group Contracts Administration team could reduce the processing time for requests sent by clients. We have 600 emails that are usually processed in four days, and we succeeded in processing them all and reducing the processing time to one day. I work every day to make sure we maintain this processing time. Clients now receive a reply the day after they send their request.
Behavioural guideline
Francisco Vazquez
Adjuster
SAL/VAG
When someone on disability leave dies, I send a letter to the family explaining the procedure for submitting a life insurance claim (if the client has life insurance), but I also contact them directly to explain what information is needed. I also give them my work phone number and let them know that I am there for them during this difficult time. Most clients thank me for this, which makes our interaction more human.
Behavioural guideline
Alexandra Déry
Claims Analyst
iA Financial Group
Working in the Claims Department, I often interact with insureds who are in a vulnerable position and whose stress is often palpable. Instead of communicating via paper when information is missing, I call them to obtain the information. Clients often get confused with respect to required documents and speaking to them directly helps them feel more secure and reduces the time it takes to obtain all the documents needed to process the file and indemnify the client, if applicable.
Behavioural guideline
Matthew Hemmings
Client Relations Specialist
iA Financial Group
A client contacted us regarding a TFSA. Once I validated certain information, I realized that her contract was not with us. With the client, I determined that the logo on her contract was Investia’s. I gave her Investia’s contact information and put her in touch with the right person, making sure to introduce the client and explain her situation to my colleague at Investia.