Before the Respond solution was implemented, meeting internal service levels was a challenge as was capturing complaints and feedback from around the organisation.
Respond CenterPoint was installed and used to improve and accelerate AXA’s ability to proactively manage its customer feedback.
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.
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, AXA Insurance