RSA Group: The Complaints Handling Integration Project (CHIP)
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- Aptean Respond
Tech Stack
- Complaints Management System
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
- Finance & Insurance
Services
- Software Design & Engineering Services
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Real-time In-vehicle Monitoring
The telematic solution provides this vital premium-adjusting information. The solution also helps detect and deter vehicle or trailer theft – as soon as a theft occurs, monitoring personnel can alert the appropriate authorities, providing an exact location.“With more and more insurance companies and major fleet operators interested in monitoring driver behaviour on the grounds of road safety, efficient logistics and costs, the market for this type of device and associated e-business services is growing rapidly within Italy and the rest of Europe,” says Franco.“The insurance companies are especially interested in the pay-per-use and pay-as-you-drive applications while other organisations employ the technology for road user charging.”“One million vehicles in Italy currently carry such devices and forecasts indicate that the European market will increase tenfold by 2014.However, for our technology to work effectively, we needed a highly reliable wireless data network to carry the information between the vehicles and monitoring stations.”
Case Study
Safety First with Folksam
The competitiveness of the car insurance market is driving UBI growth as a means for insurance companies to differentiate their customer propositions as well as improving operational efficiency. An insurance model - usage-based insurance ("UBI") - offers possibilities for insurers to do more efficient market segmentation and accurate risk assessment and pricing. Insurers require an IoT solution for the purpose of data collection and performance analysis
Case Study
Smooth Transition to Energy Savings
The building was equipped with four end-of-life Trane water cooled chillers, located in the basement. Johnson Controls installed four York water cooled centrifugal chillers with unit mounted variable speed drives and a total installed cooling capacity of 6,8 MW. Each chiller has a capacity of 1,6 MW (variable to 1.9MW depending upon condenser water temperatures). Johnson Controls needed to design the equipment in such way that it would fit the dimensional constraints of the existing plant area and plant access route but also the specific performance requirements of the client. Morgan Stanley required the chiller plant to match the building load profile, turn down to match the low load requirement when needed and provide an improvement in the Energy Efficiency Ratio across the entire operating range. Other requirements were a reduction in the chiller noise level to improve the working environment in the plant room and a wide operating envelope coupled with intelligent controls to allow possible variation in both flow rate and temperature. The latter was needed to leverage increased capacity from a reduced number of machines during the different installation phases and allow future enhancement to a variable primary flow system.
Case Study
Automated Pallet Labeling Solution for SPR Packaging
SPR Packaging, an American supplier of packaging solutions, was in search of an automated pallet labeling solution that could meet their immediate and future needs. They aimed to equip their lines with automatic printer applicators, but also required a solution that could interface with their accounting software. The challenge was to find a system that could read a 2D code on pallets at the stretch wrapper, track the pallet, and flag any pallets with unread barcodes for inspection. The pallets could be single or double stacked, and the system needed to be able to differentiate between the two. SPR Packaging sought a system integrator with extensive experience in advanced printing and tracking solutions to provide a complete traceability system.
Case Study
Transforming insurance pricing while improving driver safety
The Internet of Things (IoT) is revolutionizing the car insurance industry on a scale not seen since the introduction of the car itself. For decades, premiums have been calculated using proxy-based risk assessment models and historical data. Today, a growing number of innovative companies such as Quebec-based Industrielle Alliance are moving to usage-based insurance (UBI) models, driven by the advancement of telematics technologies and smart tracking devices.
Case Study
MasterCard Improves Customer Experience Through Self-Service Data Prep
Derek Madison, Leader of Business Financial Support at MasterCard, oversees the validation of transactions and cash between two systems, whether they’re MasterCard owned or not. He was charged with identifying new ways to increase efficiency and improve MasterCard processes. At the outset, the 13-person team had to manually reconcile system interfaces using reports that resided on the company’s mainframe. Their first order of business each day was to print 20-30 individual, multi-page reports. Using a ruler to keep their place within each report, they would then hand-key the relevant data, line by line, into Excel for validation. “We’re talking about a task that took 40-80 hours each week,” recalls Madison, “As a growing company with rapidly expanding product offerings, we had to find a better way to prepare this data for analysis.”
