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      "text": "A Better Client Service Model. The company reduced the number of branches by 50%, while transitioning to larger and more attractive service centers throughout Germany. More than 90% of customers are still able to reach a service center within 20 minutes. To reach rural areas, the company created mobile branches that can visit homes.",
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      "text": "A large German public health insurer had a successful history spanning more than 100 years. When its new CEO took office, he quickly realized the need for action despite the company’s relatively good financial health. The company was still dealing with a postmerger integration, and it needed to adapt to a fast-changing, increasingly competitive market. It was losing ground to competitors in both market share and key financial benchmarks. The insurer was suffering from overhead structures that kept it from delivering market-leading customer service and being cost efficient, even as competitors were improving their service offerings in a market where prices are fixed. Facing this fundamental challenge, the company decided to launch a major transformation effort. The goal of the transformation was to fundamentally improve the customer experience, with customer satisfaction as a benchmark of success. At the same time, the company needed to improve its cost position and make tough choices to align its operations to better meet customer needs. As part of the first step in the transformation, the company launched an organizational simplification program that streamlined management layers, leading to significant savings and notable side benefits including enhanced accountability, better decision making, and an increased customer focus. Organizational simplification laid the path to win in the medium term through fundamental changes to the company’s business and operating model in order to set up the company for long-term success. The company launched ambitious efforts to change the way things were traditionally done:",
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