In times of crisis and distress, the quality of the relationships we’ve nurtured during the good times becomes essential. In trade credit insurance
, it’s no different: When there’s a focus on building long-lasting, trust-based partnerships with customers, it facilitates the creation of similar relationships between that customer and their clients.
As the head of Claims and Collection at Euler Hermes’ World Agency—our team dedicated to multinationals—I oversee master claims agreements for our clients. In the last year, I’ve witnessed the upheaval across our customers’ markets and the emergence of issues we’ve never had to face before. Supply chains were severely affected as deliveries of goods stalled, and so did payments.
Our response was to double down on customer support by guiding our clients in terms of their customer relationships. For example, what companies often don’t realize is the positive effect of appointing a third party for payment collection. Transferring the task to your insurer reduces the emotions involved in the transaction, and I’ve seen this have a positive impact on customer relationships, and in turn, future collaboration.