Aptean Case Studies Understanding Customer Experiences and Increasing Satisfaction

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	Understanding Customer Experiences and Increasing Satisfaction Aptean

Understanding Customer Experiences and Increasing Satisfaction

Aptean

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Finance & Insurance
Services	Software Design & Engineering Services
Challenge	AXA Insurance, one of the largest insurers in the UK, was facing challenges in managing customer feedback. The company was receiving approximately 1,200 complaints per month across various business units. They needed a reliable system to manage this feedback and use the data for the operational benefit of the company. The company wanted to adhere to its internal service level targets, which included a turnaround time for acknowledgment of complaints within 24 hours. They also wanted to track the resolution of complaints at the 20 or 40-day point to see how many have been resolved within the target period. Read More
About Customer	AXA Insurance is one of the largest insurers in the UK, providing both personal and commercial insurance directly to the customer. The company is a global leader in financial protection with 103 million clients worldwide and 161,000 employees. In the UK, AXA Insurance employs a workforce in the thousands and its main lines of business are auto, home, travel, and commercial insurance products which are sold to individuals and corporate customers alike. AXA has a customer commitment charter that reflects its brand values of care, support, and efficiency, all of which are designed to put the customer at the core of the organization. Read More
Solution	To automate and improve the complaints and feedback process, AXA implemented Respond’s complaints and feedback management system across the organization to capture complaints and general feedback at all the customer-facing points. Aptean Respond, the market-leading complaints and feedback management application, was installed and used to improve and accelerate AXA’s ability to proactively manage its customer feedback, with the application also providing performance management data for reporting purposes. Around the business, particularly the call centers, 650 users were given access to Respond’s browser-based application and responsibility for capturing and logging complaint and feedback information at the front-line. Due to the intuitive and user-friendly nature of the Respond software, training could be done in one hit and the system rolled out quickly and effectively. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Finance & Insurance

Services

Software Design & Engineering Services

Challenge

AXA Insurance, one of the largest insurers in the UK, was facing challenges in managing customer feedback. The company was receiving approximately 1,200 complaints per month across various business units. They needed a reliable system to manage this feedback and use the data for the operational benefit of the company. The company wanted to adhere to its internal service level targets, which included a turnaround time for acknowledgment of complaints within 24 hours. They also wanted to track the resolution of complaints at the 20 or 40-day point to see how many have been resolved within the target period.

About Customer

AXA Insurance is one of the largest insurers in the UK, providing both personal and commercial insurance directly to the customer. The company is a global leader in financial protection with 103 million clients worldwide and 161,000 employees. In the UK, AXA Insurance employs a workforce in the thousands and its main lines of business are auto, home, travel, and commercial insurance products which are sold to individuals and corporate customers alike. AXA has a customer commitment charter that reflects its brand values of care, support, and efficiency, all of which are designed to put the customer at the core of the organization.

Solution

To automate and improve the complaints and feedback process, AXA implemented Respond’s complaints and feedback management system across the organization to capture complaints and general feedback at all the customer-facing points. Aptean Respond, the market-leading complaints and feedback management application, was installed and used to improve and accelerate AXA’s ability to proactively manage its customer feedback, with the application also providing performance management data for reporting purposes. Around the business, particularly the call centers, 650 users were given access to Respond’s browser-based application and responsibility for capturing and logging complaint and feedback information at the front-line. Due to the intuitive and user-friendly nature of the Respond software, training could be done in one hit and the system rolled out quickly and effectively.

Impact #1	The Respond system was used to produce reports in order to identify trends, risk, and potential cost-saving process improvements. This information enabled AXA to identify problems, put corrective actions in place, and monitor the impact of these changes, providing an immediate benefit to the organization.
Impact #2	Process improvements identified through analysis of data captured by the Respond system resulted in a $2 million saving to the business within a one year period.
Impact #3	Changes such as reducing the average turnaround time of a vehicle going in and leaving the repair shop by three days have a major cost-saving implication to AXA as well as providing the customer with a better experience of dealing with the organization.

Impact #1

The Respond system was used to produce reports in order to identify trends, risk, and potential cost-saving process improvements. This information enabled AXA to identify problems, put corrective actions in place, and monitor the impact of these changes, providing an immediate benefit to the organization.

Impact #2

Process improvements identified through analysis of data captured by the Respond system resulted in a $2 million saving to the business within a one year period.

Impact #3

Changes such as reducing the average turnaround time of a vehicle going in and leaving the repair shop by three days have a major cost-saving implication to AXA as well as providing the customer with a better experience of dealing with the organization.

Benefit #1	Turnaround time for acknowledgement of complaints down to 24 hours
Benefit #2	Process improvements identified, resulting in $4 million savings to the business
Benefit #3	2% increase in customer satisfaction within the first year

Benefit #1

Turnaround time for acknowledgement of complaints down to 24 hours

Benefit #2

Process improvements identified, resulting in $4 million savings to the business

Benefit #3

2% increase in customer satisfaction within the first year

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Overview

Understanding Customer Experiences and Increasing Satisfaction

Operational Impact

Quantitative Benefit