RSA 集团：投诉处理集成项目 (CHIP)
公司规模
1,000+
地区
- Europe
国家
- United Kingdom
产品
- Aptean Respond
技术栈
- Complaints Management System
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 功能应用 - 企业资源规划系统 (ERP)
适用行业
- 金融与保险
服务
- 软件设计与工程服务
关于客户
RSA 是世界领先的跨国保险集团之一，拥有 300 年的历史。他们拥有 19,000 名员工，为 140 多个国家的 1700 万客户提供服务。RSA 的目标是通过重组相关团队、改变公认的规范并为员工提供合适的软件来完成工作，使自己成为投诉处理领域的市场领导者。RSA 实施了所谓的投诉处理整合项目 (CHIP)，这是对 RSA 投诉处理从根本和分支层面进行的全面审查。它由三个独立的部分组成：人员、流程和技术。
挑战
2012 年，英国金融服务管理局 (FSA) 宣布将把权力移交给金融业的新监管机构——金融行为监管局 (FCA)。随着投诉管理法规越来越严格，RSA 借此机会彻底改革了其客户关系职能。目标是通过重组相关团队、改变公认的规范并为员工提供合适的软件来完成工作，使 RSA 成为投诉处理领域的市场领导者。RSA 实施了所谓的投诉处理整合项目 (CHIP)，从根本上全面审查 RSA 的投诉处理。这包括三个独立的部分：人员、流程和技术。在审查人员和流程的同时，RSA 重新设计了他们处理投诉的方式，以符合新法规，同时也符合他们自己的内部最佳实践系统。
解决方案
RSA 对其客户服务团队进行了重大变革。此前，600 名员工将处理投诉作为日常工作的一部分。这意味着他们的注意力并没有集中在提供与投诉专家同等的服务上。如今，60 名员工接受了专门处理和处理投诉的培训，而不会被常规客户服务问题所影响。为了支持新团队及其新结构，并支持整个 CHIP 项目，该计划的一个关键部分是用适合投诉管理的专业技术取代 RSA 老化且受限的投诉处理系统。RSA 需要一个现代化的系统，帮助他们遵守法规，并将高效、灵活和全面的投诉处理作为常态引入。在访问另一家保险公司后，Aptean 的 Respond 显然在竞争中脱颖而出。RSA 能够在 Aptean 的控制之外看到 Respond 的实际运行，确认 Respond 能够完全满足他们的需要。
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