Royal and Sun Alliance write business in 130 countries, providing general insurance products to over 20 million customers worldwide. Currently the business has Net written premiums of £4.1bn, and has just posted strong 2005 results over the nine month period.
One of R&SA’s key strengths is the relationships it fosters between account managers and partner clients.
The business works hard to retain clients through relationship management and constructive feedback gathering is a key part of this process.
Nunwood were asked to develop R&SA’s capabilities in this area across their national team of account managers. We initiated a full planning process by which programme objectives, methods and KPIs were defined and agreed by all parties.
Then the initial pilot training programme was set up and tested. Final improvements to the process and training plan were agreed and KPIs refined. Finally the programme was rolled out to account managers with evaluation and monitoring sessions following soon after.
Critically, the programme was constructed to fully educate the behaviours of account managers, and to become self running after the initial 6 month implementation period.
Feedback has been consistently positive since setup and importantly, retention rates of key accounts remain strong.
