Understanding Customer Experiences and Increasing Satisfaction
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- Aptean Respond
Tech Stack
- Complaints and Feedback Management System
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Cost Savings
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Services
- Software Design & Engineering Services
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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