OREANDA-NEWS. July 01, 2009. IC ROSNO has completed a project for renovation of the customer service area of the company’s head office at Ozerkovskaya Embankment in Moscow. The clients have already expressed positive attitude towards these changes, reported the press-centre of ROSNO.

ROSNO is constantly working to improve customer service quality and achieve higher degree of the clients’ comfort in communication with the company. In this respect, the company has implemented a project for renovation of the head office servicing about 300 visitors per day. The parameters of the introduced changes are based on the client polls regularly conducted by ROSNO and take into account all recommendations and comments provided by visitors.

On the first floor of the main building, ROSNO has detached a single customer service area combining the selling and servicing divisions with rooms where policies are sold and losses are settled. The newly made changes to the office interior enable visitors to orientate themselves easily in the building. The company has updated visual elements of the hall and operational rooms on the first floor (indicators, distribution materials, stands, etc.). The Information Service has started operation.

Certain steps are being taken with regard to professional development of the personnel. All customer service employees have undergone additional training and certification. For the clients’ convenience, the customer service area features new furniture, TV sets, coffee machines, magazines and newspapers. The company has increased the quantity of employees working on weekends and extended the office’s open hours. The employees of the servicing divisions will wear special uniform.

These changes in the office’s work organization were already appreciated by the insurants.

According to the monthly polls conducted among those clients who settled insured accidents in the head office, the share of those who are willing to recommend ROSNO to their friends and acquaintances (up from 45% in Q3 2008 to 50% in Q1 2009). Furthermore, the share of dissatisfied clients has fallen (from 25% in Q3 2008 to 20% in Q1 2009). The surveyed clients stressed the following advantages of dealing with the company: "prompt meeting and quick document issuance", "absence of queues", "courtesy, competence and benevolence of managers", their "interest in the client", "comfortable atmosphere in the office", "large parking lot", and "work on weekends".

In the future, the new format of the customer service area is planned to be used as a model for renovation of other ROSNO offices.