VAlue-Added by abstraks


									                                                  It’s what we are looking for, especially in these times. It makes all the    and national footprint of service providers. Further services include
                                                  difference when we choose a cellular service provider, bank, airline,        transaction-enabled member cards, communication campaigns (sms
                                                  auto repair or coffee shop. It’s that little bit extra – the biscotti        and e-mail), discounted rewards programmes, 24-hour claims capturing
                                                  served with a perfect cappuccino, our sparkling car after a service,         and the soon-to-be-launched ongoing roadworthy programmes for
                                                  or the warm towel at the end of a long flight. These details keep us         vehicles on cover with its clients.
                                                  coming back; and a sure-fire way for intermediaries to keep their               On occasion, Affinity also procures funeral cover, accidental
                                                  clients doing the same is to offer value-added solutions.                    death cover and the like for clients wanting to increase their
                                                     Value adds are not only good for doing just that, they can give your      product offering.
                                                  client peace of mind, which is hard to come by these days. Forget the
                                                  old-school assistance in the form of a grubby plumber with his pants         Who cAn benefit?
                                                  slung too low ... value adds have become much more valuable. The             Affinity caters for all business sizes, providing tailor-made products
                                                  latest services and products, some of which we mention below, will           depending on the unique requirement of the clients.
                                                  save your clients time, money, hassle and, perhaps most importantly,
                                                  improve their lifestyle.                                                     reAl life
                                                     Companies and professionals who are leaving competitors                   A year ago a member was stranded at 02:00 with his vehicle in the
                                                  in the dust are doing so by giving their clients more than their             Eastern Cape during a severe snow storm on a mountain pass. The
                                                  money’s worth.                                                               member was not prepared for an overnight stay on the mountain, so he
                                                     Cash-strapped and stripped of time, consumers are tending to              was stuck with inadequate clothing against the cold, and the vehicle's
                                                  go more for a one-stop service. Why visit Bob’s Grocers down the             motor was not running to provide heat. On top of all this, the member
                                                  road when they can go to a supermarket chain to do their shopping,           could not tell Affinity where in the Eastern Cape he was; he was lost.
                                                  banking, book flights and buy electricity and airtime.                       Fortunately, Affinity could track the mobile phone via its Samaritan
                                                     Brokers, then, need to offer more than just the basics of insurance       product and put a helicopter on standby in Port Elizabeth in case
                                                  cover. John Shaw, group head of marketing at Private Label                   the weather conditions improved. In the meantime, the company had
                                                  Promotion, a provider of customer lifestyle management solutions,            conference-called the member with medical personnel to verify his
                                                  explains, “The main reason organisations add these programmes                vital signs and offer advice to combat the onset of hypothermia. All
                                                  to their core business is to increase brand dependency among their           Affinity’s efforts to mobilise local search and rescue units and police
                                                  clients. This is done by tailoring the benefits to each [client’s]           was to no avail due to the terrible weather conditions. By 06:00,
                                                  requirements and offering these under the company brand and in line          Affinity received a call from the member stating that although
                                                  with the company strategy.”                                                  search and rescue crews and local police had deemed it too risky to

                          W                          Brand dependency is powerful. Markinor’s recently released survey         attempt a rescue; he had got a lift from a passing taxi and would

        h e -ho                                   of Top SA Brands shows us just how important brand loyalty is. By
                                                  having a positive impact on a much wider portion of your clients’
                                                                                                                               procure the necessary part to fix his vehicle. Affinity arranged for
                                                                                                                               the local police to take him back to his vehicle, after which he was

      iC oW
     n n
                                                  daily lives, apart from conducting your core business, you can win
                                                  their allegiance. If you don’t, the threat of direct is looming. Just
                                                                                                                               shortly on his way again.

      k                                           look at the number one spot for top short-term insurance brand.
                                                     The number of value-added solutions out there is vast and varied.
                                                                                                                               Visit, e-mail contact@affinitygroup.
                                                  To provide you with a point of departure, we have rounded up some   or call 021 948 3555.
                                                  options to consider when you are evaluating your client’s needs, how

                                                  you can meet them and keep them.
                                                                                                                               Cims south AfriCA
         solutions                                                                                                             About cims

         mAke your Client                         About Affinity                                                               Yolinda Liversage, CEO of Cims South Africa, is of the opinion that
                                                                                                                               in order to strengthen customer relationships while driving revenue

         A VAlue-AddiCt                           Affinity consists of a group of companies trading under the brand
                                                  name of Affinity. Most of the group’s services are driven through
                                                                                                                               to the bottom line, value-added products and services offer an ideal
                                                                                                                               business opportunity and marketing solution.
                              lindA sCArborough   the contact centre, delivering both outbound and inbound outsourced             Cims has been appointed as independent consultants to a host
                                                  services using state-of-the-art technology. Affinity’s work includes,        of organisations across most industry sectors in South Africa and
                                                  but is not limited to, outbound sales, reservations, order taking,           represents various reputable assistance companies and service
                                                  customer service, outbound quality assurance and market research.            providers for the delivery of their selected products and services.
                                                  The contact centre is based in the Cape.                                        Cims implements and manages its strategic recommendations
                                                     Affinity provides tailor-made solutions for its clients. It has a very    – in partnership with its clients – building long-term relationships,
                                                  strong insurance background and understands its clients’ needs from          based on mutual commitment and accountability for delivering value.
                                                  their own perspective.                                                       Cims initiatives simultaneously increase long-term profitability and
                                                     When you speak to Bjorn Gussenhoven or Shaun Waso, you speak              customer satisfaction.
                                                  to decision-makers in the business. Affinity not only adds to its clients’
                                                  bottom line directly, but it adds to clients’ business value by offering     ServiceS And productS
                                                  its call centre consulting services free of charge.                          Cims provides four principle functions to its clients: consulting and
                                                                                                                               packaging, implementation, management and development.
                                                  ServiceS And productS                                                          Membership marketing and loyalty schemes represent an effective
                                                  Affinity supplies the well-known core set of value-adding products:          solution because they enable relationships to be built between the
                                                  roadside, accident, home, legal and emergency medical assistance. In         brand
                                                  addition to this, the company has developed the unique Samaritan,
                                                  a cellphone panic button supported by their 24-hour call centre

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                                                                           europ AssistAnCe                                                           globAl ChoiCes                                                            priVAte lAbel
                                                                           south AfriCA                                                               About Global choices
                                                                                                                                                                                                                                promotion (plp)
                                                                           About europ Assistance South Africa                                                                                                                  About plp
                                                                                                                                                      Global Choices is a loyalty marketing company delivering loyalty and
                                                                                                                                                      value-added programmes to organisations and companies with large
                                                                           Europ Assistance South Africa has over 20 years’ experience in                                                                                       After 17 years of researching and implementing lifestyle programmes,
                                                                                                                                                      and small customer bases. From a virtual start-up position in 2002,
                                                                           the assistance services industry. One of 34 branches around the                                                                                      PLP has moulded benefits that suit today’s South African consumer and
                                                                                                                                                      the company has achieved dramatic growth. From more than 30 000
                                                                           world, all of which report to Europ Assistance Holdings in France,                                                                                   developed the technology and infrastructure to manage these offerings.
                                                                                                                                                      members, Global Choices has altered the approach of loyalty and
                                                                           Europ Assistance South Africa prides itself on its diverse offering                                                                                  PLP has recorded utilisation rates in excess of 30 per cent per month
                                                                                                                                                      value-added marketing over the past five years.
                                                                           of cultures, technology, procedures, products and people. The group                                                                                  among clients who have added PLP programmes to their offering.
                                                                                                                                                        Clients’ needs dictate the programme design and flexibility,
                                                                           uses an extensive network of national service providers who have                                                                                        The whole programme is facilitated and delivered by PLP’s
                                                                                                                                                      enabling the group to ensure that the relevant products and services
                                                                           been individually selected and approved to act as extensions of the                                                                                  dedicated team of business and marketing specialists. Several of
                                                                                                                                                      are provided to the insurance industry, with a strong focus on
                                                                           company’s service delivery.                                                                                                                          PLP’s clients have been placed in the Top 10 Deloitte Best Company
                                                                                                                                                      economies of scale.
                                                                              Europ Assistance South Africa has thoroughly researched the                                                                                       to Work For survey.
                                                                           South African market and constantly develops new and innovate              ServiceS And productS
                                                                           ways to add value to existing product offerings. Relying not only upon                                                                               ServiceS And productS
                                                                                                                                                      Global Choices designs, implements and manages value-added and
                                                                           the most advanced technology available, but also upon a dedicated                                                                                    Imagine having a personal assistant 24/7 to seek out the best deals
                                                                                                                                                      assistance programmes with a focus on client service and cost saving
                                                                           staff contingency, product diversity and innovation as well as a clear                                                                               for you on virtually anything you need at the lowest possible price;
                                                                                                                                                      to the client. Global Choices bundle programmes include roadside
                                                                           strategy for business growth, and is proud of its high standard for                                                                                  book your holiday for you; arrange the buying of your new car and
                                                                                                                                                      assistance and accident management, home assistance, funeral
                                                                           assistance services in South Africa.                                                                                                                 deliver it to your door; help your kids with their homework; provide
                                                                                                                                                      assistance, legal assistance, trauma counselling and support, HIV
                                                                                                                                                                                                                                you with legal, financial and tax advice; negotiate an excellent bond
                                                                                                                                                      exposure assistance programme as well as lifestyle programmes
                                                                           ServiceS And productS                                                                                                                                rate for you; help you move house; and give you cash back on almost
                                                                                                                                                      including leading retail, leisure and travel partners.
                                                                           Europ Assistance South Africa fields an average of 1.5 million calls                                                                                 everything.
                                                                           per month across its five contact centres and provides assistance to                                                                                    This is what a work/life balance or lifestyle management programme
                                                                                                                                                      Who cAn benefit?
                                                                           over eight million South African families each month. The contact                                                                                    can do for your clients – delivered in your own company name. Your
                                                                                                                                                      The company has different models that exist and assess each client
                                                                           centres are staffed with employees who are highly skilled, trained                                                                                   company will also receive reports on programme utilisation, lifestyle
                                                                                                                                                      on a case-by-case basis.
                                                                           and experienced within their particular fields. Contact centre staff                                                                                 trends, your clients’ preferences.
                                                                           offer telephonic advice, assistance and consultation facilities, most of                                                                                Such a programme offers a huge advantage, because clients receive
                                                                                                                                                      reAl life
                                                                           which are available in South Africa’s eleven official languages and are                                                                              so much more for their money from companies offering this programme
                                                                                                                                                      Global Choices security benefit is designed for peace of mind after
                                                                           available 24 hours a day, 365 days a year. All available state-of-the-                                                                               (in addition to their own products) than from those who don’t. It also
                                                                                                                                                      the member has been subjected to a burglary. The benefit consists of
                                                                           art technology is used in order to increase emergency response times                                                                                 increases interaction between the company and its clients and opens up
                                                                                                                                                      the placement of an armed guard at the scene of a burglary for 24
                                                                           and service levels.                                                                                                                                  new opportunities for cross and up-sell.
                                                                                                                                                      hours after a burglary is reported to the call centre. Global Choices
                                                                              The call centres are split into health, emergency, paid benefits,                                                                                    Intermediaries offering these services have access to demographic
                                                                                                                                                      also offers preventative benefits around security, such as discounts
                                                                           leisure, education, professional consultation and cover, labour and                                                                                  change information gained through their clients using the inbound
                                                                                                                                                      on electric fencing, alarms and security doors.
                                                                           lifestyle benefits. The health division offers services ranging from                                                                                 lifestyle services. When clients buy a new house or additional
                                                                                                                                                         The below is an excerpt from an e-mail received after a member
                                                                           rape survivor support to funeral support, chronic disease management                                                                                 vehicle for example, they can contact PLP to address their changed
                                                                                                                                                      was assisted with a security guard.
                                                                           and employee wellness programmes. The emergency division includes                                                                                    insurance needs.
                                                                                                                                                         “…Yesterday, the 29th June, I had a break in at my home where
                                                                           medical evacuation, roadside assist, crisis line, 24-Fix (home and                                                                                      PLP is able to provide a 360° solution to ensure the implementation
                                                                                                                                                      the intruders stole the keys to various doors. Feeling very vulnerable,
 and its customers; to the mutual benefit of both parties. A combination   maintenance repairs) claims assist and trip monitor (monitors                                                                                        of such a programme which places no additional burden on the
                                                                                                                                                      I phoned your call centre. I was assisted by Shaunneen, who I must
 of value-added products, services and communication tools should be       travellers on long or potentially dangerous car trips).                                                                                              organisation’s staff.
                                                                                                                                                      say went beyond what was expected of her, by firstly logging the call,
 specifically designed to integrate into your core business.                  The paid benefits division offers trauma, assault and HIV/Aids          confirming the next stage and then phoning me back on no fewer than
    Cims offers uniquely tailored and packaged lifestyle value-added       protection and commuter assist (accidental death and disability).                                                                                    Who cAn benefit?
                                                                                                                                                      three occasions to keep me updated on the progress of organising a
 products and services in distinct categories incorporating funeral,       The leisure offerings include travel assist, map assist, PA assist, shop                                                                             Organisations ranging from large, multi-national corporations to small
                                                                                                                                                      guard to protect my premises. I will relay this story to my many
 financial, legal, medical, roadside, domestic, travel, leisure,           assist and ‘what’s on’. The education call centre team offers a teacher-                                                                             and medium enterprises are able to benefit. The programme can deliver
                                                                                                                                                      clients who qualify for this service. Keep up the excellent work!”
 telecommunication, and security and education assistance.                 on-line facility, whereby students can have instant access to teaching                                                                               value for SME databases where members don’t have the luxury of
                                                                                                                                                         For home emergencies, Global Choices offers home assistance. The
                                                                           support. The claims/recoveries division offers full recoveries, motor                                                                                dedicated departments to provide specialist services like procurement,
                                                                                                                                                      following excerpt from a member highlights his gratitude for the
 Who cAn benefit?                                                          legal care (insured loss), accident manager, notification line and MVA                                                                               HR assistance and marketing. With a business assistance programme
                                                                                                                                                      service he received when utilising the home assistance benefit.
 No matter how big or small, there is a solution for everyone to suit      recoveries.                                                                                                                                          in place, SMEs are able to focus on their core business.
                                                                                                                                                         “On Saturday our geyser at home burst, so I called the 24-hour
 their specific needs and budget.                                             Professional consultation and cover includes services such as legal     emergency number. The assistance and service was really good and
                                                                           assist, tax and financial assist, travel risk adviser and personal risk                                                                              reAl life
                                                                                                                                                      very professional. They got back to me in a couple of minutes with
 reAl life                                                                 adviser. The labour division comprises assistance services that include                                                                              PLP often receives thank you letters from satisfied clients who are
                                                                                                                                                      the name and numbers of the plumbing service they were sending out
 Cims has created and manages programmes for various insurance             industrial relations services, human resources outsourcing, labour law                                                                               under the impression that it is a division of the company they’ve been
                                                                                                                                                      and checked up with me to make sure that they had arrived. Thanks
 companies and there are numerous programmes that it has put               outsourcing and payroll outsourcing. The lifestyle benefits division                                                                                 dealing with.
                                                                                                                                                      for this programme!”
 together that make business sense to the insurance company, as well       includes discounted lifestyle benefits and loyalty programmes.
 as their policyholders. These include adding a repatriation of moral         The value that Europ Assistance South Africa adds to its client                                                                                   contAct
 remains product to a funeral cover, or adding roadside assistance,        products is proving that consumers’ expectations are higher than ever                                                                                If you would like to find out how this resource can benefit your
                                                                                                                                                      Call 0860 300 303 or visit
 medical assistance and emergency home assistance product to motor         before. Consumers are no longer just shopping for the product, but                                                                                   company, contact John Shaw on 011 449 7300 or
 and household products, thereby insuring that the customer, as well as    also for the value the product in question offers to them.                                                                                           or visit
 the policyholder, gets the most of the insurance products they buy.
 contAct                                                                   Visit, e-mail,
 Visit or call 011 463 8723.                              or call 011 991 8000 or 011 991 9000.

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