How CLARK Switzerland cut onboarding by 60% and lifted post-call productivity 30% with Demodesk

CLARK is a European InsurTech that gives consumers a single digital interface for managing insurance and tax. The Swiss entity, headquartered in Zofingen, advises clients on policy coverage and switches them between providers when a better option fits their situation. Advisors run consultative calls that cover multiple insurance lines per customer. The deal motion depends on building trust quickly, capturing the client’s full picture in one call, and following up with a tailored recommendation before the conversation goes cold.

Every advisor ran their own playbook. Some led with one product line, others with another. Some sent a written follow-up the same day, others took a week. Customers got a different experience from every advisor, and cross-sell opportunities (life plus health, or pension plus disability) slipped through the cracks because the consultation never surfaced them.

Scheduling and follow-up ate time. Advisors juggled internal coordination calls and customer meetings on the same calendar with no shared booking layer. Post-call work meant writing notes from memory, drafting a summary email, and updating the system. The administrative load took focus off selling.

The data was thin. Without consistent meeting structure and without recordings, the leadership team had no reliable way to see which approaches worked. Sales coaching ran on subjective feedback because there was no shared video, no scored call, and no benchmark across advisors. Onboarding a new hire meant two to three weeks of shadowing, mentoring, and trial-and-error before they could run a customer call on their own.

CLARK Switzerland heard about Demodesk from the Swiss team’s colleagues at CLARK Germany, who were already running on it. The German team’s results across consultation consistency, coaching depth, and CRM hygiene made the decision straightforward. The Swiss team adopted Demodesk knowing the configuration patterns would transfer between sister entities, which kept the rollout fast and the learning curve short.

CLARK Switzerland rebuilt the consultation around four parts of Demodesk.

• Playbook-driven meetings standardize every consultation. Every meeting type now runs from a tailored playbook. Advisors open the playbook in Demodesk, follow the agenda, and present the relevant insurance lines in a consistent order. The customer sees the same professional interface from any advisor, and cross-sell prompts surface inside the agenda instead of relying on memory.
• AI Assistant captures the conversation. AI Assistant records every consultation, transcribes it, and produces a structured summary. Advisors stop taking manual notes and focus on the client. After the call, follow-up questions and recap content come from the transcript instead of being reconstructed from memory.
• AI Coach scores every recorded call.AI Coach scores each consultation against CLARK Switzerland’s quality benchmarks (compliance points, cross-sell mentions, agenda coverage) and surfaces moments managers should review. Coaching moved from gut feel to a shared, scored view of how each advisor ran the call. Onboarding ramps faster because new hires learn from the highest-scoring calls in the library.
• Booking and follow-up automation close the loop. Booking links replace email back-and-forth. Automated follow-ups go out from a template populated by the meeting summary. Advisors spend the saved time on additional customer calls.