Advisor
The future of advice, with SFZ
From getting stuck to going forwards!
We often hear from advisors that they want to modernise and are looking for more efficiency and growth, but are not sure how to do that.
As the digital service provider, Alicia helps advisors combine advice and technology in a smart yet easy way. After all, not every client can and wants to be helped just digitally - personal advice, or the combination of the two, is still highly valued.
Our partner SFZ is a great example of how Alicia's digital purchasing funnel is being used for extra efficiency, digitalisation without losing personal touch, and ultimately more growth and revenue.
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The challenge: An unoptimised process
Applying for insurance online has been possible at SFZ for a long time now. Through various websites and labels, independent professionals, or freelancers, can go to SFZ for insurance, mainly through these online channels.
There was a clear wish among customers to purchase insurance only online. More than enough quotes were requested, but as soon as a request went to the insurer, SFZ's control on the quotation process was gone.
They were stuck with a few roadblocks:
Acceptance processes that weren't integrated
Policies had to come back manually from insurers, and through various online systems
Customers who had to wait
That meant waiting, extra work, frustration, and missed opportunities.
‘We always still needed the insurer to send the customer's policy to us, and we had to stick to the processes the insurer used. It's where we got stuck in the quotation process.’
– Jelle de Boer, CEO at SFZ
About SFZ
Sociaal Fonds Zelfstandigen (SFZ) was founded with one clear mission: to support self-employed people and entrepreneurs with appropriate products and advice when it comes to (social) security. The initiative originated in early 2000, when founder Jelle de Boer identified a growing problem in the market around false self-employment. He saw that self-employed people had fundamentally different needs from employees and employers - and therefore needed different solutions.
Since then, SFZ has focused on entrepreneurs, freelancers and other non-standard professionals. SFZ offers them advice and tailored solutions, with a focus on convenience, continuity and security.
The solution: their own digital insurance funnel
Eventually, SFZ worked together with Alicia for their own fully digital insurance funnel. Immediately ready to launch with various freelancer-centric products, which can be taken out entirely online. In SFZ's branding, to maintain recognition among customers.
Thanks to the execution-only nature of the products, customers can use this purchasing funnel to take out insurance policies all by themselves, in just a few minutes. This eliminates the need to wait for manual underwriting - it all happens directly and quickly online.
‘We now gained control over the part of the process that we had no insight into before, being underwriting and policy formatting.
Now the underwriting process is immediately linked to the application, down to the policy which customers receive directly by e-mail. That was the missing piece of the puzzle for us.’
– Jelle de Boer, CEO at SFZ
The implementation: How SFZ uses the digital funnel
SFZ knows the power of the digital world very well already, especially when it comes to acquiring customers. Through clever Google ads and domain names that are frequently searched for, they ensure that customers come to them. With the addition of the digital insurance funnel, these customers (who have plenty of digital knowledge and even the preference) could be helped immediately. All without needing much contact between customer and advisor, something that suits SFZ and their customers very well.
But not all customers come in through digital channels. To solve that, at SFZ they also included a link to the digital funnel in their e-mail signature. This way, there is always a way in for customers who do prefer to contact SFZ as well.
The impact: More time for the advisor, faster security for the customer
The implementation changed the way of working for the advisors, processes, and the customers.
For SFZ and their team
Saving admin time
Because the new purchasing funnel helps freelancers from the start of the application, right down to receiving their policy, SFZ advisors spend much less time on contacting both insurers and customers. And instead of using different systems, the whole process is now in one place and comes from one system, which saves a lot of hassle.
More focus on advice
Since many freelancers (can) now arrange their own insurance from start to finish, advisors have more time to spend on more complex customer requests. This way, they can fully focus on giving out fitting, high quality advice.
Higher conversion through better customer service
The modern customer wants convenience - SFZ cleverly responds to this wish by combining advice with the customer-focused purchasing funnel. Customers can arrange insurances quickly and easily, which ensures higher customer satisfaction. And when there's a need for advice or other products, customers come back to SFZ.
For the customers
Insured quickly and easily
Customers can see their premium super quickly and have their policy activated in no time. They can also now arrange (part of) their insurance policies all by themselves. From purchasing to making adjustments to cancelling, it can all be done super fast via the digital insurance funnel.
Quick and clear communication
Thanks to the digital insurance purchasing funnel, customers have the clarity they need way more quickly. Within a few minutes they know which insurances are available, what their premium will be, and if they'll be able to purchase it without advice. This way, there's no more surprises.
User-friendly process
All of these advantages make sure the process of getting insured is now a lot more user-friendly. Thanks to the simple steps, understandable language and the clarity, customers are now a lot more secure. Combine this with advice upon request, and there's the full service package.
‘It's very future-proof, because you can deal with customers and processes that take more time or need more attention, which is very nice.
Last but not least, it is also very efficient and pleasant for the person who is looking to get insured.
It's a win-win-win.’
– Jelle de Boer, CEO at SFZ
Discover all about working with Alicia!
Also work efficiently and scalably, while maintaining personal attention? With Alicia, you combine advice with a customer-oriented digital process. This is how you become more successful in the digital age!
‘You can get back to dealing with clients and processes that need more attention, which is very nice.
I would say to advisors, give it a chance!’
– Jelle de Boer, CEO at SFZ
