Customer Success - RSA Group

RSA reviewed their people, processes and technology to meet new regulations and to become the market leader within complaints handling

RSA reviewed their people, processes and technology to meet new regulations and to become the market leader within complaints handling

With a 300-year heritage, RSA is one of the world’s leading multinational insurance groups. Today, they employ around 13,500 people, serving 9 million customers in over 100 countries.

RSA Group

Quick Facts

  • RSA Group’s brands include MoreThan in the UK
  • In 2015, RSA’s net written premiums were £6.8 billion

EMPLOYEES 

13,500

HEADQUARTERS 

London

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CHALLENGE

With stricter regulations surrounding complaints management on the way, RSA used the opportunity to overhaul their Customer Relations function. RSA needed a system that would mean they were compliant and also providing excellent customer service. 

SOLUTION

RSA chose Respond as it offered them the opportunity to streamline their processes and have all information available at once, as well as being easily configured to meet the needs of their 60 person complaints team.

RESULT

RSA now have quicker reaction times thanks to real time MI, as well as all information in one place reducing time spent searching disparate systems. As Respond is easy to use the team were up and running quickly.