Access America 2007 Annual Report Download - page 32

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Switzerland: e-commerce drives dynamic tourism
industry
2007 was a very successful year for the Group’s business
unit in Switzerland, with revenue posting a remarkable
39.7% growth. In June Mondial Assistance Switzerland
acquired Medvantis AG, which is the country’s leading
medical call centre. It provides services to health insurers
and doctors, and employs 85 people. This acquisition
generated 10.6% of overall growth. The business unit is
now the clear market leader in all of the major business
lines (travel insurance, automobile assistance and healthcare)
in the Swiss market. The Travel activity increased by 53%
due to new e-commerce contracts and a favourable
economic environment. Automobile assistance, operating
in a saturated market, grew by 7%. Every other new car
delivered in Switzerland in 2007 came with Mondial
Assistance services or telematic support. In partnership
with a major retail company, Mondial Assistance
Switzerland launched an innovative automobile assistance
product, and, for the first time, became a direct competitor
of the automobile clubs.
Turkey: Looking ahead to new growth opportunities
2007 was both a challenging and successful year for
Mondial Assistance Turkey. The company succeeded
in translating a temporary slow down in sales (-13%)
into significant profitability gains by reorganising its
structure and processes, and realising careful portfolio
management.
Mondial Assistance Turkey also maintained its leading
market position in the banking sector by adding a state
bank (one of the top 5) to its portfolio. It boosted its mar-
ket share in the insurance sector when it signed an agree-
ment with one of the country’s largest insurance
companies.
The business unit is currently studying a new business
model, which should allow Mondial Assistance Turkey to
expand its client offer in 2008 beyond assistance services,
and hence gain access to new sectors and new growth
opportunities.
During the year, the business unit hosted various projects
and events, aimed at promoting company values among
the staff and partners, and enhancing market perception
and internal employee satisfaction. With a newly
reinforced image, a fit, efficient structure, and a proactive
approach, Mondial Assistance Turkey is ready to tackle 2008
at winning pace.
United Kingdom and Ireland: Booming e-commerce
and streamlined processes
Although 2007 was a challenging year due to a price war
amongst its major UK market competitors, the business
unit’s final annual results were excellent.This improvement
is due to the positive results gained from implementing
numerous business innovations over the last 2 years. The
business unit has been particularly successful in further
improving its call centre efficiency. It has also made some
management changes and improved the dispatch
process of its Field Based Technicians, thereby generating
significant gains.
Mondial Assistance UK and Ireland has also enhanced the
functionality of its Voice Over Internet Protocol telephony
by introducing a home-based vs. an office-based operations
staff. This innovation has created increased commercial
benefit for the business unit.
In-house training, with strong support from HR, has reinforced
staff loyalty and reduced changeover of voluntary staff to
a level that significantly out-performs the industry average.
Both have contributed towards the business unit’s strong
Operating Results and to maintaining high service standards.
Finally, Mondial Assistance UK and Ireland continues to
invest in customer satisfaction and customer-focused
initiatives. Its ability to implement innovative change
enables the business unit to actively demonstrate to its
clients its capacity to provide them with leading services
in the UK.
Middle East & Africa: Reinforcing the core business
Throughout 2007, Mondial Assistance supported Allianz in
the development of its activities in several African and
Middle East countries, by providing travel insurance. In the
near Middle East region, including Lebanon, Jordan
and Egypt, Mondial Assistance further developed its
commercial relationships with existing or potential
partners, especially airlines.
2424
International presence