Needs and challenges
To meet partners’ and end-users’ requirements for speed and accuracy, Reaal uses AcceptEasy to handle communications about changes in coverage and payment reminders as well as offers to intermediaries regarding mortgages, insurance, damage and coverage continuation. The company employs AcceptEasy in conjunction with its call-center agents’ telephone outreach. AcceptEasy helps to keep customers up-to-date with their policy payments by making just a few clicks on their mobile devices. The customer can pay the acceptemail – even during the phone call – and have immediate coverage on his insurance. The email also communicates the latest status of accounts receivable in real-time.

Making the call center more effective in customer relations
Using AcceptEasy as a stand-alone Call Center Application enables Reaal to complete full transactions during a phone call with an existing or new customer. There is no need to wait for a check to arrive in the mail, as the following illustrates:

• When a bill goes past due, the company phones the customer to discuss.
• The customer may make a full or partial payment instantly, using AcceptEasy and any desired payment method including direct bank account debit, credit card, or debit card. In the Netherlands, the iDEAL system is the most popular, with a market share of 98%.
• After payment, the status banner in the acceptemail instantly turns form blue to green. Both the customer and the agent know immediately that the payment was successful.
• In cases where the call center agent and the customer have arranged a payment plan, the agent creates and sends an acceptemail with terms and conditions to both customer and agent.

Results and benefits of implementing AcceptEasy

For the customer:

• Maintain coverage without lapses.
• Get immediate confirmation of coverage if previously uninsured.
• No need to fill out lengthy online forms or supply login information.
• Less work, less worry, resolve payment needs within 30 seconds, hassle-free.

For Reaal:

• Reduce levels of outstanding accounts receivable; fewer payment delinquencies.
• Improved Net Promoter Score.
• Job enrichment for call center agents.
• No need to use up IT staff and other resources for complex installation of application.

According to Rogier Wijnands, Credit Manager of SSC Collections at Reaal, the company did not need to go through a lengthy process of requesting a systems upgrade in order to obtain and demonstrate the benefits of adding AcceptEasy to its roster of payment solutions. “If we had taken the time for project analysis and made a request for a new project, it would have taken more time than the entire implementation. The idea was to start from a proven concept, with experience and existing customer response. The business case for doing it would then shape itself. This strategy worked really well, explained Rogier. “The department could start using the application instantly, without using up IT hours. Now we can take on the role of ambassadors within the company much more easily."