Zurich Malaysia simplifies customer experience with the introduction of an Online Appointment Booking system

Empowers customers to conveniently schedule virtual appointments for seamless interactions.

In the pre-digitalisation era, good customer service was often measured by personal interactions between customers and managers and the ability to provide frictionless in-branch experience. Customers wanted smooth, convenient, and hassle-free interactions. While these principles still hold true today, the COVID-19 pandemic and the digital transformation of businesses have brought about a shift in customer preferences.

Today, customers contactless services that provide the convenience of avoiding commuting hassles, especially during peak hours, minimising the risk of virus exposure and contributing to a more environmentally friendly approach. However, despite the preference for contactless solutions, customers still value personalised experience. Customers expect a relationship manager who is familiar with their profile, understands their unique needs and can promptly address any of their concerns. 

Zurich Malaysia has long embraced digital solutions through a sustainable approach and relooked its operations to streamline the customer experience, boost operational efficiency, and improve service quality.

In line with this, the company introduced Microsoft Booking, an innovative approach to simplifying the customer appointment process. The integration with Microsoft Teams, a widely used office productivity tool, seamlessly connects customers with Zurich Malaysia’s customer experience (CX) teams. 

With Microsoft Booking integrated into the Office 365 calendar, customers can find available time slots to connect with CX staff. Customers can book a customised appointment to streamline the booking experience, and upon booking, receive an email with a meeting link allowing them to join -in from any location. 

Since introducing this solution in October 2022, the Transactional Net Promoter Score for branch enquiries in Q1 2023 has improved by an impressive 17% compared to Q1 2022. Additionally, Zurich Malaysia also saw a positive trend in policy retention, with 11% year-on-year growth during the same period. 

The success of the Online Appointment Booking system and the positive scoring results have further boosted the morale of the CX team, empowering them to be better prepared for customer meetings while efficiently handling other tasks. 

By enabling customers to schedule virtual appointments at their convenience and in their preferred language, Zurich Malaysia has eliminated unnecessary travel time providing a safe and eco-friendly environment for customers to connect with the CX team. 

Recognising Zurich Malaysia's outstanding efforts, the Insurance Asia Awards 2023 honoured the company with the esteemed Customer Service Initiative of the Year -– Malaysia award. This prestigious acknowledges Zurich Malaysia’s commitment to delivering exceptional products, services, and solutions that have a significant positive impact on its valued customers. 

The Insurance Asia Awards is presented by Insurance Asia Magazine. To view the full list of winners, click here. If you want to join the 2024 awards programme and be acclaimed for your company's significant impact on its customers with exceptional products, services, and solutions in the insurance industry, please contact Julie Anne Nuñez at [email protected].