How ERGO is developing digital services

Clear opinions and words are things that make ERGO better. That is why we regularly survey our customers – among other things, through the ERGO Customer Workshop. This is also the case with the further development of the ERGO app.

In recent years, digitalisation has changed the way customers behave and, above all, the way they communicate. Ultimately, the last few months have shown us that our lives have become much more digital – and are set to become even more digital.

In recent months, the number of downloads of the new ERGO app has also risen. Whether they wish to report damage, view all their policies at a glance or contact a local consultant directly: our customers can use all these services on the ERGO app. The app has also had a new design since November 2020.

How did the app become the one it is now?

One thing, above all, is needed to meet today's ever-changing customer expectations: the opinion of the people who use the services and products. Back in 2011, ERGO founded its own online community, the ERGO Customer Workshop, and thus relies on the digital involvement of customers and on flexible forms of customer feedback. Over 5,500 committed customers have already registered. “Each of our departments can obtain feedback from the Customer Workshop,” explains Lena Wagner, from Team Market Intelligence at ERGO.

This year, 350 customers participated in an online survey about the ERGO app. Katja Perez's team is working on the development of the app and took advantage of the opportunity to obtain quick, easy and ad-hoc feedback from specific target groups. The term “Minimum Viable Product” (MVP) describes this procedure very well: it is not a case of fully implementing products immediately. “We deliberately develop the app step by step to generate the maximum possible feedback. This is in line with the principle of agile working whereby innovations are introduced quickly and in small steps,” explains Christian Feld, who is responsible for the ERGO app.

And how was the ERGO app rated by the community?

The ERGO App was rated as good or very good by 72 percent of respondents in the April 2021 survey. Two services were particularly important to customers, both of which will ultimately be prioritised when it comes to implementation: reporting damage and downloading forms. As far back as the July 2020 survey, customers wanted to calculate ERGO products on the app and conclude them directly online, or save a quotation. These functions were then directly implemented for some products in the November relaunch.

Text: Michelle Gampe