Using Respond Results In $4m Savings to the Business

AXA Insurance is a global leader in financial protection with 51.5 million clients worldwide and over 110,000 employees.

“We needed a system that was reliable, provided direct access to the case management of complaints and offered the ability to produce well-structured reports. The Respond solution fitted the bill perfectly in those cases”

Alison Blackmore, Head of Customer Care.

Challenge

Before the Respond solution was implemented, meeting internal service levels was a challenge as was capturing complaints and feedback from around the organisation.

Solution

Respond CenterPoint was installed and used to improve and accelerate AXA’s ability to proactively manage its customer feedback.

Result

Turnaround time for acknowledgement of complaints is down to 24 hours. Complaints can be tracked to see how many are resolved within key timeframes. Process improvements identified resulting in a $4m savings to the business and there has been a 2% increase in customer satisfaction within the first year.

Topline Results

Turnaround time for acknowledgement of complaints is down to 24 hours
Process improvements identified resulting in a $4m savings to the business
2% increase in customer satisfaction within the first year.