Hiscox are a ‘challenger’ insurer and are renowned for their technical expertise, service and quality. They have grown year-on-year, but wanted to accelerate this significantly. In response, they approached Blue Sky to support them on their transformational change journey, to enhance sales capability within their Home and Direct Commercial teams in York. Their market is fairly niche, so we had to demonstrate an understanding of this and support growth, without compromising their customer demographic.
Our diagnostic demonstrated a clear gap between high and low performers (giving us a platform to work from using internal expertise), but our ‘golden bullet’ was to enhance questioning around customer intent by flexing process and compliance to work for Hiscox, rather than against them. Furthermore, we recognised that giving the leadership team the necessary sales skills would drive growth. The Hiscox York operation had recently been insourced and a new HQ built for the team. As part of the TWIST programme, we also supported this wider transformation.
We started with the leadership team to ensure they had a sales leadership focus and skillset. We then created a bespoke ‘customer buying approach’, which transformed their sales process, technique, coaching and reward, as well as recognition tools. Their insurance experts were then upskilled in the new buying approach through the attendance of several modules.
Finally, we trained and supported Hiscox’s leaders and coaches to embed what was learnt. From an embedding perspective, we’ve run a number of coaching sprints and are now providing leadership coaching and challenge throughout 2016 and 2017.
Our programme was fully Hiscox branded and the buying approach was bespoke to this market, using our Insurance expertise to ensure we were compliant, but that we maximised flexibility. The programme moved quickly from the diagnostic phase in Q4, to company wide delivery in Q1 and the results could be seen immediately.