With its “courtesy calls” initiative, Harmonie Mutuelle has strengthened the links between its employees and its members during the health crisis.
“Good morning, how are you doing ?”. It’s a simple question but which, when asked by telephone in the midst of a health crisis, has the power to comfort, reassure or quite simply show that we are not alone in the world. But at the end of the line, it was not a member of the family, a friend or a loved one: these “courtesy calls” were one of the initiatives taken by the mutual Harmonie, an entity of the VYV group, to support its members, individuals or companies, during the coronavirus crisis.
Several tens of thousands of contacts
“We started from a double observation, the needs that could be those of our members during this crisis and that we could not anticipate and the fact that our employees whose activity was slowed down or interrupted during confinement had more time”, explains Emeric Lozé, Development Director of Harmonie Mutuelle. This is how the “courtesy calls” were born, carried out by the employees and the elected representatives of the mutual and which made it possible to contact several tens of thousands of people to make sure that all was well during this period during which some may have felt lost, afraid of the risk of falling ill or simply isolated and cut off from their loved ones.
“Of course, we gave priority to our senior members because they were the ones who risked suffering the most in these circumstances, it was important for us to hear from them, to listen to them, to help them if necessary, to provide them with information on the devices they could benefit from or simply to reassure them”, explains Emeric Lozé who welcomes an initial assessment of the operation: “We were able to reach the most fragile!”.
A high qualitative score for an improvised operation
But what he remembers above all are the very positive feedback from members who are often surprised to be called this way by their mutual insurance company. In an evaluation of this service that was offered to them, they gave these “courtesy calls” a qualitative score of 4.7 out of … 5! A good result for a rather improvised operation: “Admittedly, we mobilized a lot of people among our sales teams who are used to this type of contact, but all the other employees who had only received very quick training to manage these phone calls came out perfectly, everyone perceived the value that this represented”, underlines Emeric Lozé.
To the point of continuing the operation? “Not necessarily, adds Harmonie Mutuelle’s development director, but if a new crisis were to appear, we know that we still have people to contact and everyone internally is much more comfortable with this way of working. to approach our members!”.
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