Nationwide's goal is to provide excellent customer service and put members first. The presentation discusses Nationwide's customer service and sales organizational structure and operations, including its workforce management processes and the nature of work across different service lines. It identifies key areas for improvement like empowering customers with self-service options, routing calls to associates with customer information, and resolving issues in one call. Nationwide is also transforming its quality evaluation process to better align with customer experience.

1. Customer Service and Sales
Solutions Overview
May 21, 2012
Martha Frye, SVP Customer Service and Sales Solutions

2. Agenda
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“Who We Are”
Customer Service Organizational Review
Workforce Management
Nature of Work
Service: Interactions, Complaints, Recoveries
Quality: Voice of the Customer, Targeted
Improvement Areas, Transformation Efforts

3. “Who We Are”
Since our founding, Nationwide’s goal has been to provide protection for
people’s cars, homes, lives, retirements, and businesses. We’ve chosen
to be distinct in the eyes of our customers by putting our members first
in everything we do, in addition to offering a competitive price.
Nationwide believes customer satisfaction, often achieved through
personalized service, is the key to business retention and growth.
 If we do not meet our members needs, someone else will!
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4. Organizational Structure
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Martha Frye
Senior Vice President
Customer Service and
Sales Solutions
Personal
Insurance
Servicing
Operations
Non-Standard
and
PowerSports
Servicing
Operations
Shared
Services and
Strategic
Programs
Commercial
Insurance
Servicing
Operations
Claims
Servicing
Operations
Customer Billing
Operations

5. Lynchburg
Personal Lines
Cleveland
Non-Standard
Dublin
Personal Lines
Claims Call Center
Canton
Personal LinesLincoln
Personal Lines
Sacramento
Commercial Lines
Amarillo
Personal Lines
San Antonio
Personal Lines
Non-Standard
Commercial Lines
Claims Call Center
Gainesville
Claims Call Center
Commercial Lines
Raleigh
Personal Lines
Commercial Lines
Des Moines
Personal Lines
Commercial Lines
PowerSports
Claims Call Center
Locations
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6. Operations Overview
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Customer Service and Sales Solutions
Personal Insurance Servicing Operations Over 2000 customer service reps and processors
24 x 7 operations
Process more than 19 million transactions
Handle more than 7 million calls
Non-Standard and PowerSports Servicing Operations Over 400 customer service reps and processors
Process more than 550 thousand transactions
Handle more than 2.8 million calls
Commercial Insurance Servicing Operations Over 1100 customer service reps and processors
Process more than 2 million transactions
Handle more than 1 million calls
Claims Servicing Operations Nearly 950 customer service reps and processors
Process more than 1.5 million transactions
Handle more than 3.4 million calls
Customer Billing Operations Manages P&C billing process
Manages P&C billing and policy output (paper and
electronic)
Shared Services and Strategic Programs Manages shared capabilities (e.g. training, work
force management)
Delivers strategic programs

7. Workforce Management
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Services:
 Daily Operations and Real Time Monitoring:
 Adjusting to in-the-moment changes to plan, adherence and business performance
monitoring
 Short Term Forecasting and Scheduling:
 2-week to 2-month, day-by-day and hourly forecast of all variables considered in the long
term capacity plan
 Schedule associates to cover the calculated staffing requirements
 Long Term Capacity Planning:
 12 to 18 month view of required staff based on forecast call volume, handle time,
utilization, occupancy and attrition rates
Scope:
 17,000,000 calls handled annually
 3500 Contact Center Associates monitored

8. Nature Of Work
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Service
Calls
Processing
Transactions
24.5 Million17.0 Million
Personal Lines Servicing
Processing and telephone
support to our agents and
customers regarding policy,
billing and any other
personal insurance servicing
needs.
Insurance Type Examples:
Commercial Lines Servicing
Processing and telephone
support to our agents and
customers regarding policy,
billing and any other
commercial insurance
servicing needs.
Insurance Type Examples:
Claims Servicing
Processing and telephone
support to our agents and
customers regarding claim
reporting and any activity
related to claim support.
Claim Types:
Customer Billing Operation
Manages customer billing
and policy output.
• Paper and Electronic
• Payment Methods: Online,
By Phone or By Mail.

9. Call Center Interactions
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Scripting:
Industry Debate
Nationwide’s Position
Relationship Building vs. Scripted Transactions

10. Complaint Variations
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Customer
Complaints
(Escalated Calls,
Emails, Letters)
•Escalation Team and/or
Direct Management
(Responds)
Department of
Insurance / Better
Business Bureau
•Office of Customer
Advocacy (Coordinates)
•Direct Management
(Responds)
Social Media
•Office of Customer
Advocacy (Coordinates)
•Direct Management
(Responds)
Board Member /
CEO Complaints
•Office of Customer
Advocacy (Coordinates)
•Sr. Executive works with
Complaint Coordinator
(Responds)

11. Complaint Stages & Service Recoveries
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Notification
• Listen & Document
Complaint Received
• Assign to Appropriate
Resolver
Investigation
• Research:
• Collect Data
• Review Call
Recordings
Evaluation
• Determine Resolution
Resolution
• Contact Customer and
Agent to Resolve
 Timely Returned Call with Resolution
 Timely Returned Call with Resolution + Follow-Up Letter
 Continuous Improvement: Process Changes Implemented

12. Voice of the Customer
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Prevent
Empower
Simplify
Direct
Service Calls
&
Transactions
 Match my specific need with the
appropriately skilled associate
 Provide me with a consistent
experience every time I call
 Learn from my past interactions
to improve my customer
experience
 Meet my needs by providing
associates with the right tools,
information and processes
 Resolve my issue on the first call
through seamless interactions
across Nationwide
 Proactively advocate for my
needs
Work Efficiently and With Quality
Take Ownership of First Time
Contact Resolution
 Know me when I call (profiles,
preferences and last interactions)
 Customize the call to my service
needs
 Advise me on policies and
services based on my last
interaction
 Fulfill all promises made to me
Personalized and Consultative
Experience
WhatWeHeard
Customer
Expectations
Become the leader in customer advocacy Provide an exceptional customer experience
Prevent
Eliminate drivers of
customer inquiries and
repeat interactions
Empower
Empower Customers to
complete simple
interactions using self-
service channels
Simplify
Make it easier to handle
the remaining higher
complexity phone and
processing interactions
NW’sNew
Mutual
Strategy

13. Direct Sales and Service Initiatives
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Prevent: Eliminate drivers of customer inquiries
and repeat interactions to reduce expenses and
improve customer satisfaction.
Empower: Empower Customers to complete
simple interactions using lower cost self-service
channels.
Simplify: Improve Customer experience and
Nationwide efficiency by:
•Matching the specific customer need with the
properly skilled associates
•Knowing the customer when they call through
improved call handling tools
•Resolving the customer issue on the first contact
Prevent
Empower
Simplify
Direct Service
Calls &
Transactions

14. Targeted Improvement Areas
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Associates Agents Customers
 Associates enabled to
handle complexity of calls
− “At work, I have the
opportunity to do what
I do best every day”
 Associates receive specific,
actionable feedback
− “I know what is
expected of me at
work”
 Calls routed to associate
with customer information
− “I have the materials
and equipment I need
to do my work”
 Associates have intuitive
knowledge tools
− “I have the materials /
equipment I need to do
my work”
 Streamlined processes and
improved skills model
− “I will only have to call
once to get an issue
resolved”
 Improved quality results in
fewer customer complaints
− “When I call, I will get
accurate information
on my customers’
transactions”
 Associates have immediate
access to customer
information
− “When I call the
service centers, they
have all the right
information”
 Improved cycle times for
processing work
− “My requests are
turned around quickly
and completely”
 Associates trained to
address needs in one call
− “Fix my problem
quickly and do it right
the first time”
 Make improvements based
on customer feedback
− “Know me, care about
me, and act on my
behalf”
 Customers have greater
choice for self-service
− “Make it easy for me to
work with you”
 Associates will know how to
quickly resolve customer
issues
− “Keep your promises
and don’t make
mistakes”
Prevent
Empower
Simplify
Prevent
Empower
Simplify
Direct
Service Calls
&
Transactions

15. Quality Transformation
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Evaluating the Quality of our Service is key to success!
Today, Nationwide has a Quality Transformation project underway. It is changing the way we
evaluate the quality of our work to align with our customer experience better, while still ensuring
that we support company requirements and provide associates with actionable feedback.
The new process:
 Addresses the impact to our customer and business
 Highlights areas that are meeting expectations and those that need some improvement
 Uses a weighted, points-based system; no longer pass/fail
 Uses a color based approach (green, yellow, red) to gauge success
 Combines the technical and soft skills
 Highlights behavior trends rather than focusing on one call or score

16. Questions
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