Software AG Case Studies AXA France: Process Excellence Award Winner

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	AXA France: Process Excellence Award Winner Software AG

AXA France: Process Excellence Award Winner

Software AG

Technology Category	Analytics & Modeling - Real Time Analytics
Applicable Functions	Business Operation Quality Assurance
Use Cases	Predictive Quality Analytics Process Control & Optimization
Services	System Integration
Challenge	AXA’s goal is to become the preferred company for all of its stakeholders and customers. This requires a strong focus on the customer and fostering employee involvement by building a culture of trust and SLA achievement. In claims management, in particular, AXA France wanted to identify the cause of SLA issues to increase customer satisfaction and optimize the claims management team. In the end, AXA wants its claims management organization to have a process optimization mindset. Read More
About Customer	AXA is committed to serving 102 million clients in 56 countries with a wide range of products and services in property-casualty insurance, life & savings and asset management. AXA is part of the top 100 Best Global Brands and, for the fifth year in a row, ranked the first insurance brand worldwide. The company has 157,000 employees and distributors. In 2013, net income rose 14 percent to 4.5 billion euros. Read More
Solution	By using Software AG Process Performance Manager (PPM) and MashZone, AXA keeps a continuous eye on claims management in its property & casualty insurance business. The solution gives AXA insight into data from various sources, including the AXA Information System, a new claims management ERP system and Salesforce.com®. Using a dashboard created with MashZone, AXA monitors KPIs to give managers a better understanding of the end-to-end behavior of claims management processes. Management dashboards are linked to root-cause analysis and benchmarking done by analysts on PPM. The solution is fully aligned with AXA France’s customer-centric strategy. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Functions

Business Operation

Quality Assurance

Use Cases

Predictive Quality Analytics

Process Control & Optimization

Services

System Integration

Challenge

AXA’s goal is to become the preferred company for all of its stakeholders and customers. This requires a strong focus on the customer and fostering employee involvement by building a culture of trust and SLA achievement. In claims management, in particular, AXA France wanted to identify the cause of SLA issues to increase customer satisfaction and optimize the claims management team. In the end, AXA wants its claims management organization to have a process optimization mindset.

About Customer

AXA is committed to serving 102 million clients in 56 countries with a wide range of products and services in property-casualty insurance, life & savings and asset management. AXA is part of the top 100 Best Global Brands and, for the fifth year in a row, ranked the first insurance brand worldwide. The company has 157,000 employees and distributors. In 2013, net income rose 14 percent to 4.5 billion euros.

Solution

By using Software AG Process Performance Manager (PPM) and MashZone, AXA keeps a continuous eye on claims management in its property & casualty insurance business. The solution gives AXA insight into data from various sources, including the AXA Information System, a new claims management ERP system and Salesforce.com®. Using a dashboard created with MashZone, AXA monitors KPIs to give managers a better understanding of the end-to-end behavior of claims management processes. Management dashboards are linked to root-cause analysis and benchmarking done by analysts on PPM. The solution is fully aligned with AXA France’s customer-centric strategy.

Impact #1	Thanks to the solution, all directors and managers can optimize all their resources daily or many times during the day.
Impact #2	Operational managers can give specific task lists to their teams to reduce queuing.
Impact #3	In the claims management area, AXA uses PPM for complete operations management, supporting customer service transformation and optimizing the customer experience.

Impact #1

Thanks to the solution, all directors and managers can optimize all their resources daily or many times during the day.

Impact #2

Operational managers can give specific task lists to their teams to reduce queuing.

Impact #3

In the claims management area, AXA uses PPM for complete operations management, supporting customer service transformation and optimizing the customer experience.

Benefit #1	Today, AXA watches over 100+ efficient KPIs with more than 100 dimensions.

Benefit #1

Today, AXA watches over 100+ efficient KPIs with more than 100 dimensions.

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Overview

AXA France: Process Excellence Award Winner

Operational Impact

Quantitative Benefit