As a business owner, you know all about the importance of technology as a driver of operational efficiency and its importance in improving the customer experience. Mutual & Federal is exploiting technology in its operations to meet these ends as well.
In the South African context, mobile technology offers one of the most disruptive technological forces we have to deal with and Mutual & Federal along other insurance firms are keen to leverage this technology to streamline their operations and improve their customer experience.
Mobility technology and increasing digitisation will play an ever-important role in doing business in the future.
Digitisation will increasingly be key in how we assess risk, smooth out the claims process, and eventually will be important to how we do business overall.
However, it is not all about increasing efficiencies. Technology also offers the prospect of improving the customer experience dramatically.
Mutual & Federal app
An important aspect of mobility technology is the use of smartphones and apps to drive interaction between the customer and the company.
Apps have defined mobility recently and the Mutual & Federal app combines the best features of modern apps. Some of its features and capabilities are:
- Ability to send an sms with your GPS coordinates to a pre-defined contact list
- You can contact Swiftcare at the click of a button and emergency services will be sent to assist
- A handy incident guide that tells the user what to do in the case of an incident (either home or motor)
- Users can send a complaint/compliment via the app to Mutual & Federal
- Users can access Mutual & Federal’s social media links to keep abreast of the most recent info distributed via Mutual & Federal.
Another example of mobility technology is the rapidly growing field of telematics. Telematics is the combination of telecoms, vehicle technologies and road transportation. This technology promises insurers the ability to price more accurately as it will allow them to consider individual driver behaviour when determining pricing.
Accident management services will also change; i.e. the whole process of reporting a claim after an accident will be revolutionised with vehicles in the future able to report accidents as soon as they happen.
However, it does not end there. Technology is about making life easier and more productive. Mutual & Federal is increasingly exploiting these new breakthroughs to communicate and interact with customers in their preferred way.
There is a clear need for the availability of a seamless ability to inter change platforms and channels; whether customers choose to engage with the company face- to-face, via their intermediary, by contact centres, email, and social media or by app, the company strives to service these customers regardless.
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Integrating all role-players in the value chain to be customer-focused and produce the chosen customer experience will become increasingly important to build customer loyalty. And digital and mobile technology is important to cracking this nut.
Companies that solve this challenge will go on to be the winners in their respective industries. And insurance is no different.
Why Customers Don’t Respond To Disruption
You’ve got chatbots running your customer service, interactive screens across your stores and you’ve just appointed a chief digital officer. Why aren’t you seeing sales going through the roof?
PwC partner Quinton Pienaar says there could be many reasons for this. But the short answer is probably that in your understandable rush to stay relevant and keep up with the latest technology trends and developments, you lost sight of your number one priority. You’re just not that into your customers – and they know it.
It’s fairly easy to get dazzled by the array of technologies out there. But the trap that you’ve got to guard against is that you start seeing the world through a technology lens, rather than a customer one. Remember, technology is a tool, not an outcome. It’s the means to the end, not the end itself.
That’s not to say you shouldn’t be transforming your business digitally. You absolutely should. But there’s a big difference between investing in technology to keep up with the Joneses, and investing in technology that’s going to drive specific business outcomes and improve the customer experience.
Related: Reimagine The Use Of Technology
In fact, it would be downright dangerous to ignore the game-changing benefits that the current wave of emerging technologies brings to the table. To understand what they can do for your business, you have to know what they are. We at PwC talk about the ‘essential eight’:
- The Internet of Things (IoT) and Artificial Intelligence (AI) are the building blocks for the next generation of digital work.
- Robotics, drones, and 3-D printing are all about machines that extend the reach of computing power into the material world.
- Augmented reality (AR) and virtual reality (VR) merge the physical and digital realms, and offer incredible advances in customer experience.
- Blockchain rethinks our approach to commercial transactions by allowing participants to exchange value, and verify ownership of something, without a third party.
Some of these technologies are verging on science fiction. So how do we use them in a way that supports customer obsession? The starting point of any successful customer transformation is a customer-focused design that brings together three essential elements – business strategy, customer experience and technology – into a coherent, fully-fledged digital strategy.
In other words, today’s most successful companies have a strategy that is focused around a simple and regularly-updated list of priorities. They incorporate the new generation of technologies like IoT, blockchain and AI. But they keep their people, and their customers at the core of their business by designing strategies that directly address customers’ underlying needs and desired outcomes.
This sounds dead obvious. But what we find is that many companies we talk to are focused on growing their revenues, or making improvements to their products and services, rather than creating better customer experiences. Or they have the strategy, but are battling to execute it effectively.
Of course, to underpin this customer transformation journey, you’re going to need some data and the foundational technologies on which today’s innovations depend – data mining and analytics, mobile, and cloud. You may also need to rethink your processes to manage, enrich and maintain data, and operationalise it throughout your business.
So you have all of that in place? Good. Now stop. Breathe. Ask yourself whether your technology and data are truly supporting an unwavering focus on the customer. Because if you take one message from this article, let it be this: in today’s marketplace, putting your customer at the centre of your business is imperative to driving growth and profitability, winning market share and unlocking the value of your technology investments.
Start This Business With Zero Advertising Budget And No Need For Premises
What do we need to do to make our chances of entrepreneurial success as high as possible? Is it possible to build and position a business that has the highest statistical chances of survival? How would we even go about building such a business? Financial Freedom Project seems to have the answer.
What are the causes of most business failures?
When it comes to business failure in South Africa, the numbers aren’t optimistic. Some of the more common reasons for business failure include:
- Start-up funding
- Ongoing support
- Lack of new business to sustain growth
- Admin time / costs associated with running a business
- High cost of equipment / premises
- Advertising budget
- Cost of personnel labor
- Legalities of employment contracts
- Costs of credit
- Market experience
- Competition within the industry
- Current market conditions.
With the odds stacked against you, what type of business could you start that offers you:
1. Minimal start-up funding
Consider minimal start-up funding requirements to mitigate as much risk as possible and make start-up as easy and quick as possible.
We need to go as low as less than one month of one month’s average salary as so to be able to start this business on the spot. Let’s make our criteria less than R10 000.
2. Mentor/ Trainer support
For support and experience we need to have easily accessible communication methods with a mentor / trainer i.e. WhatsApp and skype.
3. Access to a market full of customers with unlimited spending ability
Want a colossal market, how about an estimated 5.3 Trillion Dollars a day?
4. No need for an advertising budget
Maybe a business where customers come to you without advertising because they want what you have. Let’s be ridiculous and put a zero advertising budget.
5. Minimum paper work / admin requirements before and after sales
Let’s aim for no admin and have everything processed and stored online for absolute minimal ongoing costs.
6. No premises required
You can work from anywhere at minimal cost and only need one computer.
7. No employees required
This business must be able to run as a “one man show” as to exclude all labor costs and employment legalities. As in previous point, let’s aim for one person to run this business and internet to stay connected to the world.
8. Little competition
This industry offers the least possible competition between participants.
9. A industry with no “seasonal times” so you can make money all the time
To get a never ending supply of opportunity we absolutely have to be a part of the global supply and demand system.
10. A proven concept
This will be outlined below.
What’s the business?
Financial Freedom Project provides you with a long-term financial freedom by utilising financial markets. The Financial Freedom Project is a results-based wealth creation training and mentorship programme that has start-up capital requirements of only R4 000 to begin accessing markets. The course requires only 3 days of your time and offers unlimited course re-sits.
For more information about how you can work with Financial Freedom Project visit financialfreedomproject.net or call them on 010 020 5699 for further info.
The Make Up of Makeup: How One Entrepreneur is Changing the Cosmetics Industry
Energetic, enthusiastic and fun are three words to describe Alina Lucía Imbeth Luna. But her favorite words are organic, vegan and cruelty free. They’re the backbone of her Medellin, Colombia-based cosmetics company, Pure Chemistry. Learn how this chemist and engineer is revolutionizing the cosmetics industry and read about her advice for future entrepreneurs.
This article originally appeared on FedEx Blog.
What is Pure Chemistry?
Pure Chemistry is a company that invents, manufactures and sells beauty products directly to the consumer. What makes us stand out is that we are certified organic, vegan, and cruelty-free.
Many companies say they do no testing on animals, but we go one step further. None of our processes or ingredients has any animal components. Ingredients from animals are common in the cosmetic industry but for us it is not an option.
If it’s common, how do you avoid using them?
For virtually any synthetic or animal ingredient, there is an organic, plant-based alternative.
Collagen, for example, is an animal protein that we don’t use because there are vegetable alternatives that give us better results.
As for honey, we don’t take honey away from bees, we use cane honey.
So for whatever reason people have, be it religion, ethics or they just decide not to use a product that has ingredients that come from or are tested on animals, they can come to Pure Chemistry.
Many companies use the word “organic,” but you are “certified organic.” How is that different?
We are proud to have the Ecocert certification. Ecocert is an international entity that has a standard for the definition of what’s considered organic cosmetics.
To get certified, ingredients need to come from renewable resources, manufacturing must be environmentally friendly, packaging must be biodegradable or recyclable so it’s not just about the product, it’s also the packaging and the production of all our ingredients.
Certification, for us, is very important. I could tell you right now that I am Hillary Clinton, but if I don’t show you an I.D., you won’t believe me, right?
That’s why it’s important to be certified.
How are your products tested?
Our products are tested on people because they are made for people.
We have a testing club at Pure Chemistry. Many are from our University and are chemists and physicists as well friends and customers who volunteer to test our products.
People call all the time about being in our new product test group and we pay no one for testing. This is very important to us so people are honest about the product and their results.
What is your team like?
We are a company of women and everyone has their own expertise.We all have some authority roles over our own specialties but there are no hierarchies here. The business model is a circle. We all support each other.
We have no set schedule. Our team comes to work when they need to – at the time that they need to work. You don’t have to be sitting here doing nothing if, at that time, there is nothing to do. It works very well for us.
Our customers are also an important part of the Pure Chemistry team. Since 2015, many new product ideas have come from clients’ requests. They write to us, send us messages, and we keep a list.
People started requesting, “Please, we need a toothpaste,” and we said, “Let’s work on a toothpaste.”
Others wrote, “Please, we need a product in a size that can go in a carry on bag at the airport,” so we did.
We mean it when we tell our clients, “Your comment, message, suggestion won’t be in vain.”
How hard is it to develop your products?
As a child, you don’t think about having to make money to do this and that.
For me, product development is like that little girl inside me that wants to experiment.
It’s fun, but not easy. It took us almost six years to develop a shampoo to make sure it did not have sodium lauryl sulfate or sodium laureth sulfate, the quickest, fastest, and cheapest way to make shampoo. It took us that long to get a product that would comply with the organic certification and one that you could use on both babies and adults.
We also have to think ahead. When we started developing nail polish, we also needed an organic nail polish remover, one that was also not flammable so it can easily be shipped internationally. Now we have a patent pending water based nail polish remover.
We are always amazed and encouraged when something that we came up with is working for someone. They write things like “I love this product. I love this company. I love you guys.” It’s very heartwarming.
This is what makes me get up in the morning.
It’s creativity with a purpose.
What advice do you have for other women entrepreneurs?
Don’t just make a business plan and wait. Entrepreneurship shouldn’t stay on paper.
There should be no excuses. Go for it. Be willing to make mistakes. As long as you are clear about where you want to go, there are many ways to get there. You can make a mistake, you can fall, a million things can happen.
Examine and redefine your goals as you learn from your mistakes.
What advice do you have for little girls?
I would tell any little girl or boy, “Start by writing it.” Write about what you want to do, what you dream about.
As years go by, look to see if that was just a kid thing, a whim, or if it was really a dream. As you grow up you forget that as a child you wanted many things, but if you write them down, it will give you something to look back on.
For me, I can say, “Look, I wanted to be a scientist, and I did it!”
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