ABSTRACT

Allianz SE is the largest insurance group in Germany. To keep its leading position, Allianz Germany has committed to Pro3, a program which brings customer-oriented consulting to a new level. The reasons for this step are the ever changing circumstances, new media and technologies, with increasingly discerning, responsible, and highly involved customers in a saturated market. Pro3 is based on the voluntary participation of agents and directly affects a majority of more than 9,000 independent agency owners, approximately 3,500 sales employees, the agency office staff, and the sales managers. Pro3 introduces a positive change for customers, employees, and Allianz as a company. The integral parts of the Pro3 program are a structured, holistic approach to consulting, significant improvements in customer contact management, the analysis of internal agency processes, and introduction of a new management culture. Allianz wants to use these measures to achieve a new level of customer centricity, which leads to long-term customer relationships, increased trust and higher recommendation.