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Creating winning solutions for worldwide safe travel
The Covid-19 pandemic has established a new normal in the travel industry, with both leisure and business travelers now prioritizing travel safety and peace of mind, especially when it comes to health coverage. The pandemic required speedy and agile countermeasures and AXA Partners and Accor were ready.
Within a month, our co-creation unit L’Atelier, working with Accor, designed a solution for guests at Accor’s 5,100 hotels in 110 countries. Using a design thinking methodology, we balanced human needs with technological and economic viability, co-creating a compelling value proposition for medical assistance free of charge as part of ALL - Accor Live Limitless, Accor’s loyalty program. With ALL Medical Solutions, Accor’s customers can enjoy complete peace of mindworldwide, knowing they have access to AXA Partners’ 24/7 medical network and teleconsultation services.
9.8rating (out of 10) for customer satisfaction
for an AXA-certified medical provider since the launch in July 2020.
of searches to identify AXA-certified medical providers near Accor hotels.
Rapidly responding to urgent consumer needs
With Accor, we have started developing health services and coverage for guests in Accor hotels prior to the outbreak of Covid-19 pandemic. However, the pandemic made access to our expertise and medical network even more important, so we accelerated implementation. Our strategy paid off. Demand has risen rapidly, with requests in France alone almost quadrupling. Despite the sharp increase and accelerated implementation, we maintained the quality of service, ensuring peace of mind for for their hotel guests, thanks to our culture of care.
Improving the value proposition through caring for customers
Since July 2020 with the development of ALL - Accor Live Limitless Medical Solutions, we offer Accor clients access to the highest level of care through our expertise and worldwide network of over 40,000 healthcare providers. With our interface integrated into the Accor system, hotel concierges can quickly find our certified providers. So, whether it is consulting doctors from the comfort of their rooms via teleconsultation in five languages, or face-to-face, guests have easy 24/7 access to our world class services.
Moreover, increasing touch points and giving its guests peace of mind builds Accor’s customer loyalty and differentiates their offer from that of its competitors.
Reassurance breeds results a successful partnership
Our partnership with Accor benefits both our companies. It is enhancing the ALL - Accor Live Limitless value proposition during difficult times for the hospitality industry, while allowing us to further develop our strategy on the future of mobility and hospitality services. The results are already impressive in both quantity and quality. The number of users of our medical assistance services has been growing rapidly and the customer satisfaction rating for teleconsultations of 9.8 out of 10 is top notch.
A reinforced partnership with a personalized travel insurance
Building on the success of this partnership, we are now continuing to develop our offer with a new customized travel insurance product adapted to the type of travel, purpose and equipment needed by each traveler. Focused on customers’ requirements, this insurance is a first-class solution including transportation to and from the country of departure, as well as a coverage of activities performed during the stay, and meets the traveler's need for total peace of mind with a high level of excellence. Already available in 9 countries across Europe, this offer will be extended to many other countries by 2023.
We explored different opportunities and thought about how best to collaborate to offer the best services to our clients.