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CASE STUDY

RSA.

Affinity portals transform partner network

Multinational insurance firm, RSA, completely revolutionises how their brokers and affinity partners access product resources.

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More efficient knowledge sharing helps engage & educate partners.

RSA Insurance embraced HUB's knowledge management capabilities to completely streamline how they share product information with brokers across 100s of UK branches, with interactive features that delivered a better user experience and helped drive engagement.

 

HUB was so successful, RSA expanded it across their affinity partner network to Cumberland, Nottingham and Yorkshire Building Societies.

The Challenge.

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Staff struggling to find the right information.

One source of truth needed for 2,500 staff

RSA's Affinity Partner Team needed to provide support to over 2,500 customer-facing staff at branches nationwide.  There wasn't a central online space where staff, brokers or partners could access accurate, up-to-date information for RSA's home insurance products, which inevitably led to an email overload of questions as branch staff tried to get answers, which led to delays and inefficiencies.  Outside of emails, access training material was difficult, which led to poor knowledge amongst branch staff about the latest products, and a silo mentality.

The Solution.

Multi-site portal for each affinity brand.

The one-stop-shop for all things RSA

RSA recognised they needed to create an online knowledge base that as accessible to all staff, providing one definitive source of truth.  It needed to be easily accessible, and provide their partner brands and 2,500+ staff with the product information and support to make their life easier.  HUB provided the "perfect solution".  A multi-site portal branded to each of their affinity partners (YBS, Cumberland and Nottingham), with each environment completely tailored to their individual product requirements.  As a digital knowledge management system, HUB provided their remote staff with one-click single sign-on, with direct access to the latest product information, news and product guides, as well as incentivisation and training programmes to boost product knowledge and increase sales.

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80+

assessments to boost product knowledge

Key features implemented:

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A-Z Guide

Providing quick access answers to every aspect of RSA's Home Insurance Policies.

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Live Chat Helpdesk

Zendesk integration to provide inhouse live chat with RSA helpdesk to reduce email overload.

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Policy Documentation

Instant access to the latest policy wording to ensure consistent up-to-date information.

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Claims Stories

Allowing staff to submit and showcase success stories of they've handled for customer claims.

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Help Library
Best practice advice on conversation starters, system issues and professional development.
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Team Contacts

Easy access contact details for the core teams running Claims, Ops, Sales, Partnerships, etc.

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Training Quizzes

Turning training into fun, interactive quizzes that test staff knowledge of RSA products. 

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Useful Documents

Accessible document library providing standardisation for all file communications. 

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RSA News 

Showcasing the latest product launches, as well as important announcements and changes. 

The Results.

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Product Knowledge

Support Tickets

Insurance info made fun and engaging. 

Streamlined processes make learning easier.

By introducing interactive features like quizzes, polls and customer success stories, RSA has managed to turn the dry, boring subject of insurance into a fun and engaging learning experience for their staff.  HUB has enabled RSA to engage more frequently and effectively with their partners, increasing efficiency by channelling enquiries to the right person with smart workflows and Zendesk live chat, and providing a single source of truth and support for teams.  HUB's Assessment and Poll features have helped support professional development and increased product knowledge, with online training and casual quizzes to turn learning into a fun exercise that's seen staff product knowledge dramatically increase, helping to reduce emails and support tickets.

Gains made:

The great thing about working with HUB is it feels like a true partnership.  They are attentive ... and exceed the expectations they set out.
HUB allows me to interact with third-party partners and provide information in an interactive format.  Whether its testing understanding via quizzes or providing articles of high importance, HUB allows me to interact with users in a timely and fun way.
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Peter Zoledziejewski, Regional General Insurance Manager

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