Success Story - AFP PlanVital
AFP PlanVital, one of the leading pension companies in Latin America, successfully implemented customized videos to improve monthly communication with its clients.
The PlanVital Pension Fund Administrator is a Chilean company that has been working for over 40 years to provide a better future for its members. It is part of the Generali group, the main Italian insurance company and one of the largest in Europe.
THE CHALLENGE
The main objective of AFP PlanVital was to improve communication with its members, through a monthly report on the status of their savings and movements in their accounts. Until that date, the company informed its clients about the management of their pension and voluntary savings through the booklet statement in PDF format.
Along with generating a new digital experience, we seek to inform AFP PlanVital members through attractive communication in simple language about their balances and movements in their accounts, information that is aimed at supporting savings decision-making for pensions and other goals through voluntary pension savings (APV) and voluntary savings accounts (Account 2), generating a positive impact for PlanVital in the relationship with its clients.
THE SOLUTION - THE CUSTOMIZED VIDEO
At the end of 2019, AFP PlanVital approved the Monthly Card 4.0 project. Our teams worked together to incorporate customized videos to communicate the monthly digital booklet to members.
In June 2020, the customized video began to reach customers through email notifications and was later incorporated into the virtual branch, to be consulted at any time. Through their customized video, PlanVital members can find out the status of their savings, the quotes made, the profitability obtained, the service channels and more.
THE RESULTS
During its first year, the customized video card was established as the main monthly communication tool between AFP PlanVital and its members.
The video got one of the highest NPS ever achieved by the company, and also generated a large number of people interested in improving their voluntary savings to improve their pension.
Digital inclusion - speaking the language of your members
AFP PlanVital serves nearly 80,000 Haitian nationals, many of whom do not speak Spanish yet. At the end of 2020, PlanVital decided to take a further step to reach out to these members, and raised with the Percus team the need to adapt the audiovisual content to the Creole language. Since the beginning of 2021, the monthly booklet videos began to be distributed in both languages. This adaptation, in addition to the inclusion of subtitles and a transcription for text-to-speech (TTS) engines, allows PlanVital to be a leading company in inclusion through the digital channel today, speaking the same language as its members.
Percus and AFP PlanVital continue to work together, continuously improving the delivery of information to their members through their digital channels and adapting them to their needs.
