Col, a Colombian insurance company specializing in pensions and severance payments, set out to transform its cold postal communication into a more personalized and proactive experience for its customers. In collaboration with Izo, a leading customer experience company, Colundertook an interaction redesign project that had a significant impact on customer satisfaction and business results.

The first step in this project was to review and transform the terminology used in Colfunds' insurance communications. Instead of using cold, technical language, a more personalized and proactive approach was adopted, one that resonated better with customers and made them feel more valued and understood. This involved not only changing the words used, but also the tone and style of the communications.

In addition to the redesign of the language, new communication practices were implemented that actively involved Colfunds' internal team. Staff were trained to take a more proactive and empathetic approach to their interactions with customers, allowing them to establish stronger and more meaningful connections.

As a result of these initiatives, Colachieved a greater emotional bond with its customers, which resulted in an increase in cross-selling and a decrease in contacts made to the call center. Customers felt more valued and understood, which was reflected in greater satisfaction and loyalty to the brand.

In addition to the direct benefits for customers, the redesign of interactions also had a positive impact on Colfunds' business results. The increase in cross-selling contributed to an increase in revenues, while the reduction in contacts with the call center allowed for greater operational efficiency and a reduction in costs.

In short, the collaboration between Colfundos and Izo resulted in a successful transformation of the customer experience, which not only improved customer satisfaction and loyalty, but also boosted the results of Colfunds' business.