HR efficiency means better customer care

Zurich North America is one of the largest providers of insurance solutions and services to businesses and individuals. Zurich North America is part of Zurich Insurance Group, a leading multi-line insurer serving people and businesses in more than 200 countries and territories. Founded 150 years ago, Zurich is transforming insurance. As part of Zurich North America's digitisation journey, the company decided to optimise the internal shared services centre. The centre provides enquiry support and self-service content across all HR services for employees and retirees throughout the US and Canada.

With HR Service Delivery and Employee Center Pro, it provides employees with an easy-to-use platform and a seamless and engaging experience. The solution simplifies and reduces the number of entry points into HR content, working as a one-stop shop for content, saving time and helping simplify complex HR processes. This focus on efficiency means that employees get their queries answered quickly and can focus on customer success faster.

Over 94 percent of employees visit the HR portal at least once a month and there has been a 35 percent increase in article views after the EC Pro implementation. Employee searches have reached a click rank of two and the HR service centre is moving toward becoming a support space for more complex issues rather than simple questions.