Background and Challenge
Founded in 1855, Skandia is one of the indisputable market leaders in financial advisory services within the Nordics. Throughout its long history, the institution has relied on the expertise and experience of its financial advisors, who earned trust and appreciation from thousands of customers over the decades. Today, as the company transitions to a multichannel, digitally empowered business model, a focused area is the delivery of a superior service through all available channels – from traditional face-to-face meetings to digital financial experiences. Therefore, the insurer strives to build communication channels in a digital space that would match the physical experiences in engagement levels and even improve the service quality in a way that has not been achievable before.
Digitalising communication with customers is a challenging endeavor. A successful transition to a digital space would involve the ability to account for several financial variables simultaneously and present the results of the analysis to the customer in an “easy” and informative way. “Most of our customers are aware of the benefits of long-term saving and the approximate impact of their financial decisions. The reality for many of them though, is that they have limited expertise, interest and, possibly confidence when it comes to managing their savings,” – shares Heléne Jonsson, Senior Business Analyst at Skandia.
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