Case Study of Axa Insurance and Respond

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Respond 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.

Benefits include:

  • Turnaround time for customer complaint acknowledgement down to 24 hours
  • Complaints can be tracked to see how many are resolved within key timeframes
  • Reports are generated to identify trends, risk and potential cost savings
  • Process improvements are identified, resulting in $4m savings to the business
  • A 2% increase in customer satisfaction in the first year