In 2008, SPB handled some 8 million customer contacts. Offering both insurance and assistance services, our 400 call centre agents epitomize SPB's know-how in this field day after day for over 400 products.
 
Our CRM (customer relationship management) teams are divided into units, each of which is headed by someone in charge of management and providing assistance. Each management department also has a support unit supervising the way the teams function and ensuring customer advisors develop their skills and share good practices.
 
Our teams are highly skilled in special signup clauses (medical selection for instance), claims management, interpreting complex guarantees, as well as technical follow-up and reporting (income statement, funding, frequency analysis, average costs etc).
 
Our expertise, widely acknowledged by our partner insurers, has prompted many of them (insurers, bank insurers, online insurance rating agencies) to contract out the management of their policies to us.

Our insurance programme management system (signup and claims handling) relies among other things on a suitable and flexible IT system. Nearly all he software packages and tools SPB uses are customized in-house developments written by a team of 35 computer specialists. Signup extranets developed for certain networks also feature user-friendly signup data input, thereby boosting sales.
 
In late 2006, we completely overhauled our contact centre. All communications with policyholders (telephone, e-mail, postal correspondence, fax etc) are now handled with a single and completely computerized system.
 
Lastly, for some years now we have been developing multi-channel information procedures matching our policyholders' expectations. They can be notified by e-mail or SMS of how their claims are progressing (acknowledgement of receipt, confirmation of indemnification, payment advice etc).