NAIROBI, Kenya, Jun 18 – Leading insurer UAP has established a new customer experience center at its head office. Billed as the biggest single investment in the company’s history, the new facility occupies an area of approximately 13,340 square feet spanning both the ground and mezzanine floors of the Bishop Garden Towers and is estimated to have cost Sh20 million
Speaking when confirming the landmark investment, UAP Insurance Customer Experience Manager Benjamin Muthenya said that the firm had set up the new customer experience center as part of a broad strategic shift aimed at enhancing service delivery.
“Being in a service business, our defining differentiator is in the way we handle customer issues. UAP has grown and with this growth has come the inevitable shift to customer satisfaction which we want to maintain to ensure we achieve high levels of retention in this highly competitive industry,” he noted.
Built with state of the art information technology and communication equipment and set with a unique ambience, the new UAP customer experience center is the flagship facility that sets UAP apart as a customer focused organization.
Service satisfaction levels have taken center stage in the cut throat business that insurance has become and Muthenya added that UAP customers would now have direct access to experts from all departments under the same roof. “This is our concept of promptly responding to all insurance queries and delivering client solutions in a one stop shop,” he noted adding that the insurance customer had become quite savvy and demanded the best attention.
The new center will be staffed by employees attending to claims, finance, marketing, underwriting and medical issues.
He said that UAP had put in place modern technology and customer management systems to capture the information, process and monitor it. “We have resolved to manage the load of information we receive from customers as it is valuable feedback that we use to improve the service and products we deliver to them.”
Mr Muthenya said that UAP would strive to maintain its innovative edge by rolling out products and services that were relevant to the market and which served to enrich people’s lives. “It is in the same spirit that we have put up the new customer service center to proactively administer to customers in a manner that assists them in their quest to live better simple lives,” he explained