CUSTOMER SUCCESS - AXA INSURANCE Using Respond Results In $4m Savings to the Business
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- Respond CenterPoint
Tech Stack
- not mentioned
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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