Aptean Case Studies RSA Group: The Complaints Handling Integration Project (CHIP)

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	RSA Group: The Complaints Handling Integration Project (CHIP) Aptean

RSA Group: The Complaints Handling Integration Project (CHIP)

Aptean

Technology Category	Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries	Finance & Insurance
Services	Software Design & Engineering Services
Challenge	In 2012, the Financial Services Authority (FSA) in the UK announced that it would hand over its powers to a new regulatory body in the Financial Sector - the Financial Conduct Authority (FCA). With stricter regulations surrounding complaints management on the way, RSA used the opportunity to overhaul their Customer Relations function. The goal was to make RSA the market leader within complaints handling by restructuring the teams involved, changing the accepted norms and giving their staff the right software to get the job done. RSA implemented what was known as The Complaints Handling Integration Project (CHIP), a full scale review of RSA’s complaints handling at a root and branch level. This consisted of three separate parts: People, Processes and Technology. While reviewing people and processes, RSA re-designed how they handled complaints to comply with the new regulations, and also to comply with their own internal best practice system. Read More
About Customer	RSA is one of the world’s leading multi-national insurance groups with a 300-year heritage. They employ 19,000 people, serving 17 million customers in over 140 countries. RSA's goal was to make itself the market leader within complaints handling by restructuring the teams involved, changing the accepted norms and giving their staff the right software to get the job done. RSA implemented what was known as The Complaints Handling Integration Project (CHIP), a full scale review of RSA’s complaints handling at a root and branch level. This consisted of three separate parts: People, Processes and Technology. Read More
Solution	RSA made a step change to their customer services team. Previously, 600 staff worked with complaints as part of their day to day duties. This meant their attention was not focused on providing the equivalent service of a complaints specialists. Fast forward to the current day and 60 members of staff have been trained to specifically handle and work within complaints, without dilution into regular customer service issues. To support the new team and their new structure, and to underpin the CHIP project as a whole, a key part of the programme was to replace RSA’s ageing and restricted complaints handling system with specialist technology fit for the purpose of complaints management. RSA needed a modern system which would help them to comply with regulations and to introduce efficient, flexible and comprehensive complaints handling as a norm. Aptean’s Respond clearly stood out from the competition after a visit to another insurance company. RSA were able to see Respond in action, outside of Aptean’s control, confirming that Respond would deliver exactly what they needed. Read More Log in to view content
Contents

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Finance & Insurance

Services

Software Design & Engineering Services

Challenge

In 2012, the Financial Services Authority (FSA) in the UK announced that it would hand over its powers to a new regulatory body in the Financial Sector - the Financial Conduct Authority (FCA). With stricter regulations surrounding complaints management on the way, RSA used the opportunity to overhaul their Customer Relations function. The goal was to make RSA the market leader within complaints handling by restructuring the teams involved, changing the accepted norms and giving their staff the right software to get the job done. RSA implemented what was known as The Complaints Handling Integration Project (CHIP), a full scale review of RSA’s complaints handling at a root and branch level. This consisted of three separate parts: People, Processes and Technology. While reviewing people and processes, RSA re-designed how they handled complaints to comply with the new regulations, and also to comply with their own internal best practice system.

About Customer

RSA is one of the world’s leading multi-national insurance groups with a 300-year heritage. They employ 19,000 people, serving 17 million customers in over 140 countries. RSA's goal was to make itself the market leader within complaints handling by restructuring the teams involved, changing the accepted norms and giving their staff the right software to get the job done. RSA implemented what was known as The Complaints Handling Integration Project (CHIP), a full scale review of RSA’s complaints handling at a root and branch level. This consisted of three separate parts: People, Processes and Technology.

Solution

RSA made a step change to their customer services team. Previously, 600 staff worked with complaints as part of their day to day duties. This meant their attention was not focused on providing the equivalent service of a complaints specialists. Fast forward to the current day and 60 members of staff have been trained to specifically handle and work within complaints, without dilution into regular customer service issues. To support the new team and their new structure, and to underpin the CHIP project as a whole, a key part of the programme was to replace RSA’s ageing and restricted complaints handling system with specialist technology fit for the purpose of complaints management. RSA needed a modern system which would help them to comply with regulations and to introduce efficient, flexible and comprehensive complaints handling as a norm. Aptean’s Respond clearly stood out from the competition after a visit to another insurance company. RSA were able to see Respond in action, outside of Aptean’s control, confirming that Respond would deliver exactly what they needed.

Impact #1	RSA has seen multiple benefits since implementing Aptean’s Respond. Previously, management spent too long running reports and generating charts, time needed for running the business not manually completing processes.
Impact #2	The level of monitoring provided by real time MI means that reaction times have improved and the in-depth data analysis functionality has been of great assistance in driving action within the business, especially for RSA’s dedicated MI & Performance Team, who make sure they are working well within FCA regulations.
Impact #3	Respond’s ability to reallocate cases in bulk became a saviour for RSA during a period of extremely bad winter weather. Members of the complaints team had difficulty getting into work and without this feature their individual case-loads would have been difficult to hand over.

Impact #1

RSA has seen multiple benefits since implementing Aptean’s Respond. Previously, management spent too long running reports and generating charts, time needed for running the business not manually completing processes.

Impact #2

The level of monitoring provided by real time MI means that reaction times have improved and the in-depth data analysis functionality has been of great assistance in driving action within the business, especially for RSA’s dedicated MI & Performance Team, who make sure they are working well within FCA regulations.

Impact #3

Respond’s ability to reallocate cases in bulk became a saviour for RSA during a period of extremely bad winter weather. Members of the complaints team had difficulty getting into work and without this feature their individual case-loads would have been difficult to hand over.

Benefit #1	60 members of staff have been trained to specifically handle and work within complaints, without dilution into regular customer service issues.
Benefit #2	Aptean’s Respond has helped RSA to keep their customers at the heart of their business.
Benefit #3	Respond has been constantly available and this has reduced lost hours compared to when staff were previously unable to access the system, saving money in the process.

Benefit #1

60 members of staff have been trained to specifically handle and work within complaints, without dilution into regular customer service issues.

Benefit #2

Aptean’s Respond has helped RSA to keep their customers at the heart of their business.

Benefit #3

Respond has been constantly available and this has reduced lost hours compared to when staff were previously unable to access the system, saving money in the process.

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Overview

RSA Group: The Complaints Handling Integration Project (CHIP)

Operational Impact

Quantitative Benefit