The Storebrand Group www.storebrand.no is a leading player in the Nordic market for long-term savings and insurance. Within its insurance business area, Storebrand offers health insurance in the Norwegian and Swedish corporate and retail markets.
Storebrand/ DKV-Hälsa has contracts with many hospitals and clinics in Sweden and Norway to serve their health insurance customers. In order to refer customers to proper healthcare facilities and doctors, professional staff members communicate with the customers who need healthcare, evaluate their needs and refer them to the right facility.
A large European Travel Agency Group offers all-inclusive travel packages for trips to amongst other destinations Turkey, Cyprus & Morocco, as well as up-market, to the United Arab Emirates (UAE). In order to efficiently provide their services to in particular the Scandinavian and Dutch-speaking markets, they required assistance with managing their booking, customer service and related back-office processes in these countries’ respective languages (verbal as well as written).
Runway was hired in 2006 to set up a Back office for registration of customers in Sweden and Norway. The tasks were gradually extended and in 2011 started to include also activities requiring a medical education background, in addition to the administrative and language skills.
Runway build up a Back office as required, hired qualified co-workers and in collaboration with Storebrand trained them in using Storebrand’s sophisticated registration system. Our early task was to register new customers into the system. As confidence and capacity was gradually built up, we received and assumed more responsibilities from/for Storebrand. The staff performing the assigned tasks now have a medical education, administrative skills as well as the ability to speak, read and write in the Swedish and/or Norwegian language.
"We have had a very constructive collaboration with Storebrand/DKV-Hälsa over the years and have earned our client's full satisfaction."
Runway was hired to handle inbound and outbound call center services, manage various back office processes and provide regular feedback regarding sales performance and other agreed-upon KPIs: Inbound Call Center Service, Outbound Call Center Service, Back-Office Services
While the initial team consisted of 7 people , over the last years the scope of the assignment has grown and currently involves over 90 employees, providing BPO services to their customers from 4 Runway offices located in Tallinn, Tartu, Malaga and Vilnius, serving in Norwegian, Swedish, Danish, Dutch/Flemish, Finnish, Italian & Polish. Due to the success of our cooperation, The Group were able to expand their business and add Finland & Poland to the list of markets offering their travel packages, while entrusting Runway with also serving these customers.
"This case study shows our possibilities of creating the greatest and most advanced Tailor made solutions for our partners, even being overseas."