Quédese Tranquilo (Keep Calm)

Country: Brazil

Challenge:
Unibanco Insurance wanted to assist their customers in every way possible after a traumatic experience, such as an accident or robbery.

Atento's solution:
To provide support for Unibanco customers at difficult times we set up an innovative new service known as Quédese Tranquilo (Stay Calm). This line is a pioneer project within the sector and a differential feature which sets us apart from other insurance market companies.

We have trained an Atento team to identify situations which require psychological help, and we offer this service to the policy holder. If they accept, a psychologist will then get in touch with the customer via telephone.

Results:
The most significant result of this enterprise was a perception of added value by Unibanco customers. In 2008, after the service was set up in line with Unibanco's strategic positioning, 960 policy holders received psychological support.