group4_ blueprint_ autoinsurance

8/7/2019 Group4_ BluePrint_ AutoInsurance

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Service: Auto-Insurance

Group4Ankit (MS-10)Anand Mittal (MS-07)Anuj Swarup (MS-13)

Deepash Jain (MS-19)Jatinder Badwal (MS-27)Pallav Parajulee (MS-35)Shankar Pal (MS-43)Sushant Bahadur (MS-50)

Uday Gupta (MS-53)

BimaSafe Car Insurance Pvt. Ltd.New Delhi, India

SERVICE BLUEPRINT

CS-207: MARKETING OFSERVICES


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Contents

2


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SERVICESCAPE

Physical layout of the service delivery area in landscapeform (Slide 4)

List of non-tangible aspects of the physical layout(Slide 5)

3


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SERVICESCAPE

WaitingArea

BranchManager

RecordsRoom &

DataProcessing

Conference Room

CubicleBlock

1

MeetingRoom

1

Operations

Manager

Customer

Relatio

nsHead

Parking Area

WashroomsCubicl

eBlock

2

CubicleBlock

3

MeetingRoom

2

4


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SERVICESCAPE DETAILSVisual Cues Colour Light Colour, preferably blue as

consumers react more favourably

Lighting Intensity of light & productivity are directlylinked, ensure the environment is bright

Space and function Elegant & comfortable furnishings linkthe space with its occupants. Low ceilingsconvey faith

Personal artefacts andplants

Plants (bamboo) enhance aesthetics ofan office

Layout and Design Simple with clear directions & easyapproachability

Auditory

Cues

Music Effective tool to neutralize negative

energy, impatience & restlessness

Non Musical sound Minimum ambient noise, properacoustics but no eerie silence

OlfactoryCues

Scents Pleasant aromas can be a powerful toolto increasing sales by influencingcustomers mood and desire to purchase

5


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THE SERVICE BLUEPRINTACTS 1, 2 & 3

Probable Service Wait Point

Probable Service Fail Point

TW

F Ri

A

E

R

s

Tangibility

ResponsivenessEmpathy

Assurance

Reliability

key

6


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Physical Evidence

Customer

Contact Person

(Backstage)

Backend Support

Line ofInteraction

Line of Visibility

Line of InternalInteraction

ACTACT

Parking LotTelephone

Phone Callto Office

Appointment

is fixed

Receptionist

InformationPreparation,Agent fixed

andinformed

Customervisits Office

Receptionist

answersqueries,Assists

Timing: 15min

Timing : 20-25min

W

F

T

TRs

Rs

EA

W

7


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Physical Evidence

Customer

Contact Person

(Backstage)

Backend Support

Line ofInteraction

Line of Visibility


personarrives

Office wherecustomersigns the

final policy

Meetingplace

Face to facemeeting

with eachother

All relevant

Information issought

Theconcerned

agent

personappointed to

visit thecustomer fortaking snaps

Interactionand other

queries withhim

Thephotographe

r

Finalclarifications

,if any

Theconcerned

agent

Feedbackreports

generatedand

database

Reportsubmitted to

the concernedofficer

ACTACT

Timing : 30-45minutes

WW

F

F

T

Rs

Rs

E

A

Ri

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Physical Evidence

Customer

Contact Person

(Backstage)

Backend Support

Line ofInteraction

Line of Visibility


ACTACT

At theinsurance

office/accidentspot

Telephone

Phone Callsto Office

Timing is

fixed forverification

Agent

InformationPreparation,verifier fixed

andinformed

Customerfurnishes all

details

Person in

charge checksand verifies all

details

Insurancemoney ispaid as

promptly aspossible

He informsthe head

office aboutthe incident

Timing :30-45min

Timing : 15 min

W

W F

F

Rs

Rs

EA

Ri

R

i

9


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NARRATION AND SCRIPTS

RolesCustomer: Ankesh(Ankit)

Receptionist: Sushil(Sushant)Insurance Agent: Shailesh(Shankar Pal)Surveyor: Udit (UdayGupta) 10


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Physical Evidence

Customer

Contact Person

(Backstage)

Backend Support

Line ofInteraction

Line of Visibility


ACTACT

Parking LotOffice

LocationOffice

Building

Telephone


Appointment

is fixed

Receptionist

InformationPreparation,Agent fixed

andinformed

Customervisits Office

Receptionist

answersqueries,Assists

W

W

F

T

TRs

Rs

EA

11


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12

Service Encounters : Act1

E1 : Customer calls to fix appointment

E2 : Customer locates office & visits

E3 : Receptionist welcomes customer

script follows..


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Hello..

I need an appointment to

purchase an insurance policyfor my car

Thank you for callingBimaSafe Insurance. Have a

nice day!

FW

Required appointment not available

Phone Busy/ UnansweredLong waiting time with receptionist

pokayoke

Provide multiple telephone linesEfficient appointment system

Schedule next convenient appointmentArrange for executive to visit customer

CUSTOMER

CUSTOMERINTERACTION

(people)

Sir, it is which car? And are youlooking for a comprehensive

cover?

Its a Honda Civic, 2010model. And yes, I want a

comprehensive cover.

Ok..Thanks.

Yes, I think that will be fine. Iam Ankesh. Wheres your

office?

ACT 1

Ok.. next Monday, 4pm. Is it finesir? And may I have your name

please.

BimaSafe Car Insurance.Good Afternoon.

How can I help you ?Sir, our address is 2 Sardar Patel Marg, New

Delhi 21. Shailesh will meet you at officetomorrow.

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PHYSICAL EVIDENCE PHYSICAL EVIDENCECUSTOMER

parking lot office building

FW

Parking lot full

Delay in parking ticket

pokayokeInstall Automated ticket boothProvide valet parking for reserve

W

pokayoke

Office not easy to identifyLift out-of-order

Proper sign board

MONDAY 4 P.M.

F Shabby building exteriors

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CUSTOMER

RECEPTIONIST(people)

F

W Bad location. No one to takecare of customer in the office.

pokayoke

Make customer care anintegral part of office culture.Office should be in good

locations. Executives shouldbe personally involved withcustomers.

Customer in the officeplace

Hello Sir!May I help

you?Good evening

sir! I am Sushil, I

took your callyesterday

Hope you didnthave much

trouble findingthe place

It is my pleasuresir! Would you

like to havecoffee or tea

while you talk toShailesh?

Thank you!

A coffee willbe greatThank you.

No Notat all!

Your officelocation is

good

Is he Mr.Ankesh?

Hi! I amAnkesh I

had anappointment

with Mr.Shailesh

Customer unable to find theoffice. Executive (Shailesh) notpresent in office.

15

Where tofind

Shailesh

now?

Thank you sir!

Shailesh sits atthe first cubicle

on the left.


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Physical Evidence

Customer

Contact Person

(Backstage)

Backend Support

Line ofInteraction

Line of Visibility


Theconcerned

personarrives

Office wherecustomersigns the

final policy

Meetingplace of

agent withcustomer

Face to facemeeting

with eachother

All relevant

Information issought

The

concernedagent

personappointed to

visit thecustomer fortaking snaps

Interactionand other

queries withhim

The

photographer

Finalclarifications

,if any

The

concernedagent

Feedbackreports

generatedand

database

Reportsubmitted to

the concernedofficer

ACTACT

W

W

F

F

T

Rs

Rs

E

A

Ri

16


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17


E4 : Customer meeting with Insurance Agent

E5 : Verification process by photographer

E6 : Customer meets to sign final policy

script follows..


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Hello Sir, How may I helpyouI need an Insurance cover for

our car

Okay, what kind ofinsurance?

Accident Insurance

First Party or Third Party?First Party is . And Third

Party is ..

I think we should take both

Thats all right, sir! Let usdiscuss the clauses, the

payment process and the

claims procedureOkay, so what next

We will get the policydocument drafted and

contact you. Please fill inthese details

WDelay in meeting the representativeF Representative confuses the

customer instead of clarifyingthingspokayokeMultiple Representatives, Acoffee in the waiting time,

Token system to provide anestimation of waiting time if

ACE TO FACE MEETINGS

ACT 2 18


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What will be the convenient timefor u ?

Come on Sunday morning and

ring me up before.

Sure sir , Thank u sir.

process

19

Sir, We need to have snapshotsof the car you wish to get

insured.

ING THE CUSTOMER FOR FORMALITIES


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Okay, when do I need to collect it?I will come down and get the

formalities done.

ING THE CUSTOMER FOR FORMALITIES

W Papers not immediately ready tobe picked up/concerned personmissing

Sir, you may come down any time you wish

between 10 to 7. Since your office is near MauryaSheraton, you may collect it on your way home.

20

Sir, I am calling from BimaSafe Insurance.As per your discussion with our agent,

your policy document has been prepared.


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Rightsir,

hereare

thedocum

ents,

pleasego

throughit

once,alth

ough

wehavealreadydi

scussedt

his

earlier.Als

o,wewillbegla

difyouca

n

fillinthe

feedbackf

orm.

Iamheretosignthedocumentsandmakethepayment

WF

Customer dissatisfied with clauses

He refuses to complete the payment, and either walks away or asks for a redraft

pokayokeReceive & Act upon feedback to improve CustomerExperience

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Person receiving theinsurance letter/policy

details Agent delivers the letterat the insurance office

FW

pokayoke

Delivery may not happen

Delivery may be delayed

Ensure a soft copy delivery also process 22


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Physical Evidence

Customer

Contact Person

(Backstage)

Backend Support

Line ofInteraction

Line of Visibility


ACTACT

At theinsurance

office/accidentspot

Telephone


Timing is

fixed forverification

Agent

InformationPreparation,verifier fixed

andinformed

Customerfurnishes all

details

Person in

charge checksand verifies all

details

Insurancemoney ispaid as

promptly aspossible

He informsthe head

office aboutthe incident

W

W F

F

Rs

Rs

EA

Ri

Ri

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24


E7 : Customer fixes survey appointment

E8 : Customer interaction with Surveyor

E9 : Customer receives claim amount

script follows..

Sure sir

I have a car

Thank you


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Oneminute

sir

service toserve you,sir Thank

you forcalling. Havea nice day

Sure sirOur

surveyor Mr.Udit will be

theretomorrow

noon, if thatsuits you

Morning!BimaSafeInsurance

Pvt. Ltd. Howcan I help

you?

CUSTOMER

CUSTOMERINTERACTION

(people)

Trying thenumber

of

BimaSafeCar

Insurance

I have a carinsurance policy

with your

company. My carmet with anaccident

I feel sorryto hear thatsir! Are you

fine sir?

Thank youfor asking.

It was a

minoraccidentand I am

fine

Sir, we need to do asmall survey as a partof claim process. Can

you tell me the garageand other detaills? Yourpolicy is valid, but the

survey is mandatory. Ihope you understand

Yeah.. Please

note down. Itis at Esquire

motors.Please make

it fast!

Tomorrownoon is finewith meThank youso much!F

WSurveyor not availablePolicy not traceable with customerPolicy already expired/invalid

Phone busyDelay in assigning a surveyor.

pokayoke

Keep provision of freelancesurveyorsProvide computerized record for

policiesSend renew reminders to existingcustomers

Claim ProcessACT 3 25

DL4C T 5544Sir, can I

please haveyour car

registrationnumber?

The company has

Oh d


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The company haslaunched a newscheme on thevehicles which

have met anaccident likeyours its realgood one with

lower premiums

another place now,but you can always

call at office. Just ask

Sushil, thereceptionist about itor mention my

name have a niceday!

Everything seems okay,Mr. Ankesh Please fax

the bills to our office

and you will get thereimbursement chequein four working days. Ihope that s fine Imsure your policy willcover this damage

wholly

Here are

the policypapers

Yeah

sure,please!

hmmm

can I havedetails?

CUSTOMER

SURVEYOR(people)

Hello Mr. Udit!Thanks,

Mr.

Ankesh!When did ithappen?

Nothing inspecific just thatyou wont get the

no-claim bonus thisyear Can I advice

something?

Id suggest youto buy that alsoin addition tothe current

policy just incase, youknow

FW

camera not workingSurveyor does not carry relevantdocs

surveyor arrives lateDelay in reimbursement process

pokayokeAutomate claim processingGive facility for cashlesstransactions

before

yesterdaysome

studentsdrivingdrunkthey are

withpolice

Receiving Claim

Hello

Mr.Ankesh!

26

Thank you somuch, Mr. UditAny changes to

my policybenefits afterthis damage?

Oh goodnessthese daysnothing is

safe

Somethingsgone wrong

with the younggeneration


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Thank you

Group4Ankit (MS-10)Anand Mittal (MS-07)Anuj Swarup (MS-13)Deepash Jain (MS-19)Jatinder Badwal(MS-27)Pallav Parajulee(MS-35)

Shankar Pal (MS-43)Sushant Bahadur

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