Find out how the Provinzial Group uses the CXM software moveXM to improve customer satisfaction, recommendations and customer loyalty across all divisions and touchpoints.
With more than 15 million insurance policies and over 5,000 employees, the Provinzial Group is one of the largest public insurers in Germany. Various brands are united under the Group, whose business areas cover North Rhine-Westphalia, Schleswig-Holstein, Hamburg, Mecklenburg-Pomerania and parts of Rhineland-Palatinate.
The Group combines experience and tradition, so that all parts of the Group benefit from the combined strength and new synergies.
"At Provinzial, we have a clear focus on our customers. We recognize the immense value of customer feedback and loyalty, especially in times of digital transformation and regulatory challenges.
We believe that modern technology is not only essential in managing the customer experience, but also a smart investment. It pays off - both through increased customer satisfaction and optimized workflows."
Björn Bauschus, Head of Customer Management, Provinzial Group
The Provinzial Group offers a wide range of services that benefit customers throughout Germany. The company has a complex structure that spans the Group's brands, divisions and branch offices. In addition, there are various contact channels that are served.
This was to be achieved with the introduction of moveXM:
For a large insurance company with thousands of employees, this is a mammoth task. In order to continuously improve the customer experience, it is not only necessary to involve all branch locations and departments, but also to integrate modern CX technologies in order to act on customer feedback.
With moveXM, a holistic CXM solution was introduced, which the Provinzial Group uses to collect and evaluate customer feedback.
AI-supported text analysis enables complaints to be identified quickly and delegated promptly. Customer comments are categorized by topic and sentiment - without any manual effort. This guarantees proactive and successful processing of customer concerns.
This is facilitated by a bi-directional interface between the existing CRM system and moveXM. Complaints are transferred to the CRM and resolved there in the tried and tested manner. The results then flow back to moveXM and are available for further evaluation.
The solution at a glance:
In terms of overall perception, the NPS for two Provinzial Group customer journeys improved by 14% and 15% between 2021 and 2023. A positive NPS indicates that customers are highly willing to recommend the company to others.
The trend towards more positive customer feedback is clear. Negative customer feedback was reduced by a quarter. This demonstrates the overall increase in satisfaction with the company, contact persons and service.
The proportion of product sectors with a Net Promoter Score of over 80% - and would therefore actively recommend the company to others - more than doubled in the period from 2021 to 2023.
moveXM offers companies of all sizes and industries a quick, easy entry into CX management. With flexible scaling options, you can unleash your full potential - tailored to your needs.
After just 2 hours of setup and live onboarding, you'll be ready to create outstanding customer experiences. Within 15 minutes, you can create questionnaires and collect feedback.
With intuitive dashboards, automatic text analysis and modern AI, moveXM generates insights based on data. This enables you to increase sales and profitability with minimal effort.
With moveXM, you no longer leave customer satisfaction to chance. Our software is certified for security and quality. Create an excellent customer experience - with excellent software.
Ensure more satisfied customers and better results now! Contact us and receive individual advice.
