Fortune 500 Insurer Enhances Customer Experience with Apteligent
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Apteligent
Tech Stack
- Mobile App Intelligence
- Performance Monitoring
- Crash Reporting
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- System Integration
- Software Design & Engineering Services
About The Customer
With over 200 years of experience to their name, this highly respected Fortune-500 company is a leader in insurance, group benefits, and mutual funds. It is among the top 15 largest property and casualty companies in the United States, serving over a million small businesses and tens of millions individuals across the country. It may employ over 15,000 staff members across 100 offices, but this company is anything but a faceless corporation. It is renowned for its exceptional “customer first” ethos, and has won numerous awards for the quality of its services. Although the company recently celebrated its bicentennial, it has its sights set firmly on the future. With a mission to provide the best services possible for its customers, it fosters new products and innovations.
The Challenge
In its quest to deliver a cutting-edge customer experience, the company realized that it was time to prioritize mobile. They had created a basic app, but after discovering the consumer hunger for apps, they knew they could go much bigger. It was time to put their award-winning services, from claim management to policy assistance to benefits review, directly in the hands of their customers. Insurance apps are complicated by nature, because they have both business-to-consumer and business-to-business offerings. Individuals want a straightforward customer experience to check the status of a claim or review their coverage options. If brokers are going to do business via mobile, they need a seamlessly operating app; their livelihood depends on it. For instance, if an app crashes during a policy bid, they could potentially lose out on thousands of dollars. The company needed proper visibility into their mobile offerings to make sure that they could stand alongside its other superior services. To cater to all its customers, the app needed to work on both Android and iOS operating systems. It also needed to be fully functional for both individual and business users.
The Solution
The company’s Mobile Expertise Team embarked on a mission to find the mobile app intelligence solution that could meet their stringent list of requirements. They reviewed over a dozen potential offerings, including the in-house incumbent. Several months and rounds of detailed evaluations later, one company shone out as a clear frontrunner: Apteligent. The team knew that this solution was the one because of A) its ease of use and B) the depth of detail it is able to surface. Apteligent gave the company a microscope into their mobile offerings. The company relies on Apteligent’s mobile app intelligence for business transactions, performance monitoring, and crash reporting. The username capability allows them to provide customized support to a customer without collecting personally identifiable information. If a customer has an issue, they can contact the help desk and expect a tailored solution so that they’re back up and running on the app in no time.
Operational Impact
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