Aptean Case Studies CUSTOMER SUCCESS - AXA INSURANCE Using Respond Results In $4m Savings to the Business

Edit This Case Study Record

	CUSTOMER SUCCESS - AXA INSURANCE Using Respond Results In $4m Savings to the Business Aptean

CUSTOMER SUCCESS - AXA INSURANCE Using Respond Results In $4m Savings to the Business

Aptean

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Finance & Insurance
Challenge	Before the implementation of the Respond solution, AXA Insurance was struggling to meet internal service levels. The company was also facing difficulties in capturing complaints and feedback from various parts of the organisation. This was a significant challenge as it hindered the company's ability to effectively manage and respond to customer feedback, which is crucial in the insurance industry where customer satisfaction can significantly impact the company's reputation and bottom line. Read More
About Customer	AXA Insurance is a global leader in financial protection. The company boasts a massive client base of over 51.5 million clients worldwide. With over 110,000 employees, AXA Insurance is a major player in the insurance industry. The company's headquarters is located in London. As a global leader in insurance, AXA Insurance is committed to providing its clients with top-notch financial protection services. The company's large scale and extensive client base present unique challenges in terms of customer service and feedback management. Read More
Solution	To address the challenges it was facing, AXA Insurance implemented Respond CenterPoint. This solution was installed to improve and accelerate AXA's ability to proactively manage its customer feedback. By leveraging Respond CenterPoint, AXA Insurance was able to streamline its feedback management process, enabling the company to quickly and effectively respond to customer complaints and feedback. This not only improved the company's internal service levels but also enhanced its ability to meet customer needs and expectations. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Finance & Insurance

Challenge

Before the implementation of the Respond solution, AXA Insurance was struggling to meet internal service levels. The company was also facing difficulties in capturing complaints and feedback from various parts of the organisation. This was a significant challenge as it hindered the company's ability to effectively manage and respond to customer feedback, which is crucial in the insurance industry where customer satisfaction can significantly impact the company's reputation and bottom line.

About Customer

AXA Insurance is a global leader in financial protection. The company boasts a massive client base of over 51.5 million clients worldwide. With over 110,000 employees, AXA Insurance is a major player in the insurance industry. The company's headquarters is located in London. As a global leader in insurance, AXA Insurance is committed to providing its clients with top-notch financial protection services. The company's large scale and extensive client base present unique challenges in terms of customer service and feedback management.

Solution

To address the challenges it was facing, AXA Insurance implemented Respond CenterPoint. This solution was installed to improve and accelerate AXA's ability to proactively manage its customer feedback. By leveraging Respond CenterPoint, AXA Insurance was able to streamline its feedback management process, enabling the company to quickly and effectively respond to customer complaints and feedback. This not only improved the company's internal service levels but also enhanced its ability to meet customer needs and expectations.

Impact #1	With the implementation of Respond CenterPoint, AXA Insurance was able to significantly improve its customer feedback management process. The turnaround time for the acknowledgement of complaints was reduced to just 24 hours. This allowed the company to quickly address customer complaints, thereby improving customer satisfaction. Additionally, the company was able to track complaints to see how many were resolved within key timeframes. This provided valuable insights that helped the company identify areas for improvement. As a result of these process improvements, AXA Insurance was able to save $4m to the business.

Impact #1

With the implementation of Respond CenterPoint, AXA Insurance was able to significantly improve its customer feedback management process. The turnaround time for the acknowledgement of complaints was reduced to just 24 hours. This allowed the company to quickly address customer complaints, thereby improving customer satisfaction. Additionally, the company was able to track complaints to see how many were resolved within key timeframes. This provided valuable insights that helped the company identify areas for improvement. As a result of these process improvements, AXA Insurance was able to save $4m to the business.

Benefit #1	Turnaround time for acknowledgement of complaints reduced to 24 hours
Benefit #2	2% increase in customer satisfaction within the first year

Benefit #1

Turnaround time for acknowledgement of complaints reduced to 24 hours

Benefit #2

2% increase in customer satisfaction within the first year

Download PDF Version

Overview

CUSTOMER SUCCESS - AXA INSURANCE Using Respond Results In $4m Savings to the Business

Operational Impact

Quantitative Benefit