Meet the "Total Customer".
This is the customer you serve. He has a mortgage, car loan, and boat loan with you. He has combined travel insurance, home contents, house, and cabin insurance in one place. He uses your credit card daily.
He really just wants two things: Good conditions – and the certainty that he is covered when the accident happens.
But he is angry.
Because he has paid loyally for ten years without a word from you. No calls to check if he's satisfied. No automatic interest deductions.
But the day he calls to cancel everything and move to the neighboring bank – that's when you suddenly have time. Then the interest rate can be lowered. Then the insurance premium can be discussed.
The customer is left with one feeling: You have exploited me for so long while I stayed silent.
In today's market, silence is not golden. Silence is the first step toward customer attrition.
The costly price of reactive customer care
Banks and insurance companies are masters at acquiring new customers, but the industry has a fundamental weakness in caring for the old ones. This creates a breach of trust that costs billions in lost portfolios.
1. The Loyalty Stake
Customer experience:
"My neighbor just became a customer and received a lower rate than me, even though I've been here for 15 years. Why doesn't anyone call me and automatically adjust my price?"
The bank's problem:
It is impossible for the advisors to manually go through the entire portfolio to give a "price check." They only call when the customer is already on the way out the door.
2. The coverage gap
Customer experience:
"I've paid a lot for years. When the damage finally occurs, you say: 'No, unfortunately this is not covered by this agreement.' If you had called me once a year, we would have discovered that I was underinsured."
The insurance problem:
Taking a "health check" on each customer's insurance policies is too time-consuming. The result is disappointed customers during claim settlements – the moment that should build trust, undermines it.
3. The total silence
Customer experience:
"I want to feel that you care about me. That you see I have bought a new car, or that my life has changed. I don't want to just be an account number receiving bills."
The solution: Threll.ai – the proactive watchdog
Threll.ai changes the rules of the game by enabling a personal dialogue with all customers – not just the new ones.
Imagine an AI voice that acts as the customer's personal advisor – someone who calls before the customer becomes dissatisfied.
1. The automatic health check
Instead of waiting for the customer to call to complain, the AI calls out:
"Hi [Name], I see you've been a total customer with us for 5 years. We appreciate you. The market has changed, so we have automatically lowered the interest rate on your car loan starting next month. You don't need to do anything – we just wanted to let you know."
Effect: The customer is pleasantly surprised. Trust skyrockets. And they stop looking for other banks.
2. Coverage check
AI can call through the customer base to fill coverage gaps before the damage occurs:
"Hi, I see you have boat insurance, but it doesn't cover engine damage now that your boat has passed 10 years. Would you like us to upgrade to Super coverage for an extra 49 kroner a month, so you're protected if the engine fails?"
Effect: Customers feel taken care of, not sold to. And when the accident happens, the coverage is in order.
3. Real-time claims settlement
When the accident first happens, the customer should avoid waiting in a phone queue. Threll.ai responds immediately, registers the damage, and starts the payout process.
Effect: Quick reporting and fast money provide security in the crisis.
Conclusion: from supplier to partner
Customers who have "their life" invested in the bank – loans, insurance, savings – do not want discounts. They want security. They want someone to warn them before things go wrong and to give them the right price without them having to threaten to cancel.
For decades, banks have waited for the customer to call to cancel. Now AI can call first – to say: “We’re looking out for you.”
It's not technology. It's trust – in real time.
Threll.ai – a tool that converts.
Every customer. Every conversation.
Always answered. Always resolved.
