CNP Assurances’ customer relationship relies on multiple entry points, reflecting the diversity of its policies and partners. Policyholders may search for a specific number, call the main switchboard, or visit the website, with a high risk of confusion from the very first steps of the journey.
This complexity is also visible in the existing systems. The website’s Contact page, which is difficult to access, lists numerous phone numbers to browse without guidance or digital alternatives. On the phone side, qualification through the IVR remains long and complex, often leading to transfers to the main switchboard.
The challenge for CNP Assurances is therefore to better guide policyholders from the outset by simplifying need identification and offering more direct, simpler, and more autonomous resolution paths.
This approach naturally extends to the phone channel. The visual IVR is integrated into the main switchboard to overcome the limits of voice-based qualification, which is often long and complex in insurance. CNP Assurances implemented Dial-to-Hub and SMS-to-Hub mechanisms: when a caller dials the switchboard number, they can be redirected to a visual interface on their phone or receive an SMS with a link to a digital interface, giving them access to self-service journeys.
Together, these elements create continuity between the website and the phone channel, extend the voice experience into digital, reduce unnecessary transfers, and route each request to the most relevant solution.