Sustainability Report 2012 - Generali Versicherung AG

DIALOGUE WITH SALES FORCEGroup companies provide the sales force with varioustools for facilitating dialogue and enabling accurate andup-to-date communication with management teamstasked with organising and managing the sales network.The development of various channels enables constantand effective communication for continual training onregulations, operating methods, rules and conduct withclients, with a view to facilitating product distribution andimproving customer service.The entire Group’s sales force can access dedicatedintranets, which are constantly updated with newsconcerning regulations, sales and customer relationshipmanagement initiatives. A newsletter service is alsoprovided on the intranet, which is used primarily toannounce the launch of new products and provideupdates on commercial initiatives. Sales force have emailaddresses, provided and managed by Group companies,to enable timely one-to-one communication and dailyupdates.In some countries, sales networks are provided withprint publications of the major commercial initiatives,insurance and/or financial market trends and certainregional success stories.Surveys and other forms of dialogueSOS Children Village, AustriaWith the aim of developing the relationship with the salesnetworks and improving involvement in the businessstrategies, the Group promotes numerous initiatives fordialogue with the sales force who, having direct contactwith the entities in the market, can provide importantinformation for developing products and improvingservice. The main objectives of the dialogue with thenetworks focus on checking sales force satisfaction,investigating possible areas for improvement andproviding clients with a service that is always in line withexpectations.In all countries, Group companies conduct annual orbiennial surveys on the satisfaction of the sales network,using on-line or hard copy questionnaires. The surveysconducted in 2012 showed a good level of satisfactionof the sales force, which remained stable compared tothe previous surveys.In order to improve relationships with the sales network,the level of satisfaction is also monitored in relation toservices set up by the company for ordinary operationsof the sales staff. In this view, in Italy and Spainapplications have been developed for smartphones,next generation mobile phones and, in some cases,also for tablets, which simplify the management of clientportfolios, accurately update the network and provideconstant information concerning the performance of themarkets.74 | Assicurazioni Generali - Sustainability Report 2012