Three key implementation approaches your business partner should deliver
Most companies see customer service as a competitive advantage – and with good reason. Companies that earn $1 billion annually make about $700 million more within three years of investing in customer experience.1
As a key part of the customer experience, implementing new business can strengthen or weaken relationships with your clients. Having a strong implementation strategy is a continuous effort, always in a state of building through the latest technology, ongoing learning and modern processes.
Even though implementation strategies continually evolve, there are three approaches that remain constant: understanding needs, planning and communication.
Understand your clients’ needs
Knowing how your clients work and who they work with are important to determining their needs. But getting to the individual needs of each client and implementation details can be challenging. In fact, when looking at all aspects of creating an exceptional customer experience, the number one challenge is understanding customers’ needs.2
Clients expect more than ever before, so taking the time up front to get a clear understanding of expectations is a crucial first step in developing a successful approach. It's your business to know their business.
Build a plan
Creating an implementation plan is not a “one and done” task. Plans need to be created and customized for each client and opportunity. What should feel the same, however, is that each client is having an amazing experience.
Even if plans become similar, each client should feel like the experience was made for them. Clients want customization. In a recent survey, 58-percent of customers say that it is crucial that they receive a customized experience when interacting with a company.3
Communicate! Communicate! Communicate!
Rarely has anyone said, “They gave me too much information!” The best laid plans can crumble from a communication void. Clients appreciate being in the know, and they expect timely and regular updates. The goal is not only to be seen as easy to work with, but to be easy to work with.
By providing what your client needs when they need it, you’ll develop a relationship that shows you truly care. Along the way, you may need to adjust your plan or approach as needs change, technologies get better or processes evolve. If your continued focus is on a great client experience, your implementation strategy will be a winning effort.
Securian Financial's implementation approach
Whether we are implementing debt protection, loan documents, credit insurance or accident and sickness product solutions, Securian Financial ensures our process meets clients’ needs, is customized and clearly communicated.
We believe in continual investments in tech, talent and training to provide successful implementation and excellent customer service. This is what our clients have come to expect from us, and we continuously work to exceed those expectations.
Connect with us and let’s talk about how we can partner.
