了解客户体验并提高满意度
公司规模
1,000+
地区
- Europe
国家
- United Kingdom
产品
- Aptean Respond
技术栈
- Complaints and Feedback Management System
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
技术
- 应用基础设施与中间件 - 数据交换与集成
适用行业
- 金融与保险
服务
- 软件设计与工程服务
关于客户
AXA 保险是英国最大的保险公司之一，直接向客户提供个人和商业保险。该公司是金融保护领域的全球领导者，在全球拥有 1.03 亿客户和 161,000 名员工。在英国，AXA 保险拥有数千名员工，其主要业务是汽车、家庭、旅行和商业保险产品，销售给个人和企业客户。AXA 的客户承诺宪章反映了其品牌价值，即关怀、支持和效率，所有这些都旨在将客户置于组织的核心。
挑战
AXA Insurance 是英国最大的保险公司之一，在管理客户反馈方面面临挑战。该公司每月收到来自各个业务部门的约 1,200 起投诉。他们需要一个可靠的系统来管理这些反馈，并使用这些数据来为公司带来运营效益。该公司希望遵守其内部服务水平目标，其中包括在 24 小时内确认投诉的周转时间。他们还希望在 20 天或 40 天内跟踪投诉的解决情况，以了解在目标期限内解决了多少投诉。
解决方案
为了自动化和改进投诉和反馈流程，AXA 在整个组织内实施了 Respond 的投诉和反馈管理系统，以在所有面向客户的点收集投诉和一般反馈。市场领先的投诉和反馈管理应用程序 Aptean Respond 被安装和使用，以改善和加速 AXA 主动管理客户反馈的能力，该应用程序还提供用于报告目的的绩效管理数据。在业务范围内，特别是呼叫中心，650 名用户可以访问 Respond 基于浏览器的应用程序，并负责在前线收集和记录投诉和反馈信息。由于 Respond 软件直观且用户友好，培训可以一次性完成，并且系统可以快速有效地推出。
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.
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.”
