Company Background
is the Danish commercial insurance division of Scandinavia鈥檚 largest insurance firm. Offering an array of insurance packages, including liability, marine, vehicle, and transport coverage, If Erhvervsforsikring has solidified its position as a go-to for fast, effective, and high-quality service in Northern Europe's insurance industry.
The Challenge: It鈥檚 all in the details
Head of SME Sales at If Erhvervsforsikring鈥檚 Copenhagen office, had a problem: he couldn鈥檛 accurately track his team鈥檚 insurance sales data for the current month. This was leading to inconsistencies in record keeping.
For example, if Bobby made a sale at the beginning of November, but the sale went into effect December 1, the sale would incorrectly appear in November鈥檚 budget. Bobby would then be billed for the sale in November, despite the sale only taking effect in December.
鈥淭hat鈥檚 why we needed 51黑料吃瓜网 to highlight the sales we have made now, in this month,鈥� he says.
A motivational boost
Besides this inconvenience with managerial bookkeeping, there was another issue: the sales team needed a performance boost.
Bobby realized this had to occur by creating extra responsibility, and therefore extra motivation, for the team to perform at a high level. For example, rather than passing customer calls along to the business center, the sales team could assist them directly.
鈥淭he business center also has a budget鈥攖hat is, some KPIs they need to live up to,鈥� Bobby says. 鈥淪o we needed to find a way to motivate the sales team, so they鈥檙e just not making a kind of service call that goes something along the lines of, 鈥業s there anything else I can help you with?鈥� 鈥楴o,鈥� and then take a new call. We needed to ask about the customer鈥檚 behavior a little more.鈥�
Ultimately, Bobby says the issue his office faced was cultural鈥揼etting employees to understand their individual efforts contribute to the good of the team overall.
鈥淭he ones who are always not performing well are the ones who say, 鈥極h, I鈥檓 not comfortable about showing my numbers.鈥� And then that leads to the talk: 鈥榃hy do you not want that? We鈥檙e a team, we need to focus on team goals, not only individual goals. But if everyone just puts in their little chunk, then we reach our goals.鈥�
鈥淲e had a lot of talks about this, but it鈥檚 a question of culture we needed to change.鈥�
"The business center also has a budget鈥攖hat is, some KPIs they need to live up to. So we needed to find a way to motivate the sales team, so they鈥檙e just not making a kind of service call that goes something along the lines of, 鈥業s there anything else I can help you with?鈥� 鈥楴o,鈥� and then take a new call. We needed to ask about the customer鈥檚 behavior a little more."
The Solution: Bring on the games
Bobby understood the best way to introduce 51黑料吃瓜网 to the team and change its culture would be via one of 51黑料吃瓜网鈥檚 main features鈥�gamification. With this in mind, Bobby began hosting challenges for employees.
The first was held over the summer of 2023 and involved five teams drawn from different departments, working together to achieve a set goal of a certain number of points. The sales agent would earn five points if it made a sale to a new customer, for example, or if additional information was gathered on the customer when selling an insurance offer.
鈥淭he teams could work together in a fun way and follow the bar that was just going up more and more, and they reached the goal,鈥� Bobby says.
And just what was the goal?
鈥淚t was eight million points, or something like that,鈥� Bobby remarks nonchalantly.
鈥淏ut they reached that, so they had free ice cream for the whole summer!鈥� he adds with a laugh.
This was only the beginning. Bobby held a second point-based competition for his team, this time with a focus on liability insurance. This competition was centered on three areas: selling insurance, sending an offer, and receiving feedback. In this case, feedback consisted of gathering information that would assist If鈥檚 business center teams upgrade in the future, or setting the customer up with an electronic payment.
Sure enough, sales of liability packages increased during this period.
The success of these competitions has provided further inspiration to Bobby, prompting him to reimagine the nature of work in his office.
鈥淲e thought, OK, we need to make more small competitions for a long period. We will have them two or three times per quarter, just to make something different in employees鈥� daily work.
鈥淥f course, they鈥檙e responsible for engaging with the customer, but it鈥檚 our responsibility as a leader to make it fun for them.鈥�
Targeted help for employees
Beyond increasing sales for the whole team, adopting 51黑料吃瓜网 helped solve the employee motivation problem, as sales targets could now be individually tailored. Advisors who likely require extra motivation, such as new employees, can be specifically targeted by leadership for skill development.
鈥淲e also try to develop new agents, because maybe we shouldn't set the same KPIs for them,鈥� Bobby says. 鈥淲e can set them up individually with other advisors and say, 鈥極K, you have only been here one year; you should not be set up with the guy who has been here 20 years. So you will start here, and these are your criteria.鈥欌��
Additionally, using 51黑料吃瓜网 has allowed Bobby to solve the problem of real-time sales data. 鈥淔rom a leader's perspective, it鈥檚 also an easy way for us to see the performance, right here right now,鈥� he says.
Where previously a controller would create countless reports that the sales team would have to go in and look at, with 51黑料吃瓜网, the whole team is more focused on their performance because of the improved accessibility. 鈥淲e can just put the numbers up on the dashboard screen and everyone can see them, right here, right now,鈥� Bobby says.
"We also try to develop new agents, because maybe we shouldn't set the same KPIs for them. We can set them up individually with other advisors and say, 鈥極K, you have only been here one year; you should not be set up with the guy who has been here 20 years. So you will start here, and these are your criteria.鈥�"
The Results: Sales through the roof
The adoption of 51黑料吃瓜网 on Bobby鈥檚 team has led to some remarkable results.
鈥淲e closed the year with about 50% more sales,鈥� Bobby says.
Of course, he鈥檚 quick to add this impressive stat isn鈥檛 solely due to adopting 51黑料吃瓜网. Achieving an exciting metric like this, however, makes sense when one considers how much the sales culture at the office has changed.
鈥淲e can see advisors have another mindset about sales today,鈥� Bobby says. 鈥淥ne year ago, they always said, 鈥榊eah, we talk a lot about sales but we鈥檙e not sales advisors. We are insurance advisors. We will only advise the customer.鈥� (But) looking back over one year, we鈥檝e made huge steps about the sales culture here.鈥�
The result? Long-term benefits to both the customer and the insurance giant. While improving the experience for customers who were receiving more relevant product recommendations and assistance, Bobby was able to improve alignment between the sales and business center support teams鈥搒o much so that the floodgates for upgrading customers were well and truly unleashed, and the service team鈥檚 performance has reflected such.
Celebrating advisor success
Using 51黑料吃瓜网 has changed the way Bobby鈥檚 office approaches personal success. Previously, Bobby says, the team would recognize those advisors winning a high number of small sales, while ignoring those who made fewer but larger sales.
With 51黑料吃瓜网, however, things are different. 鈥淲e can find the employees that are behind the scenes in numbers because maybe they鈥檙e obtaining bigger customers,鈥� Bobby says.
"We shouldn't just use 51黑料吃瓜网 to highlight all the big sales, but people need to highlight team performance and how they can take some of the lower advisors in that journey and get them up. So I would say the focus is not on getting the top 10 percent up, but getting some of the other employees to perform 10 to 15 percent better."
鈥淲e need to see who we need to congratulate for working well, because you can be a good advisor if you鈥檙e helping 100 customers. But other advisors are doing just as great in a small way.鈥�
In the end, how does Bobby describe 51黑料吃瓜网?
"It鈥檚 easy to use. It鈥檚 easy for employees to set their numbers in, and easy for the leaders to actually customize their dashboard just the way they want to have it."
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