AXA Insurance Saves $2 Million With Aptean Complaint Management Software

AXA is as a global leader in financial protection with 103 million clients worldwide and 161,000 employees. In the UK, AXA Insurance employs a workforce in the thousands and its main lines of business are auto, home, travel and commercial insurance products which are sold to individuals and corporate customers alike.  

The business has a customer commitment charter that reflects its brand values of care, support and efficiency, all of which are designed to put the customer at the core of the organisation. But how is this culture supported by technology and reflected in the operational strategy?  

The Challenge 

AXA has always been strong in the field of customer support, understanding that listening to customers through their feedback will ultimately deliver many benefits to the organisation. 

A spokesperson from the company explained, “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.” 

AXA dealt with the following challenges: 

• Approximately 1,200 complaints per month 

• Needed reliable system to manage customer feedback 

• High volume of feedback across a variety of business units 

The Solution 

In order to automate and improve the complaints and feedback process, AXA implemented Aptean Respond, a complaints management software designed for the financial services sector. It was deployed across the organisation to capture complaints and general feedback at all customer-facing points. AXA wanted to maximize the use of the system and use the feedback data for the operational benefit of the company.  

Aptean Respond, the market-leading complaints and feedback management application, 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’s browser-based application and responsibility for capturing and logging complaint and feedback information at the front-line. Due to the intuitive and user-friendly nature of the Respond software, training could be done in one hit and the system rolled out quickly and effectively. 

After rolling out the system, AXA commented, “Access to customer information is definitely better now than it has been with regards to understanding the customers’ position. We are using the Respond system not only as a feedback management tool but also as a means to pinpoint process improvements and create better products and services. Respond provides us with the means to put actions in place and monitor the impact of what we have done.” 

“Implementing the Respond solution was a wise move to make. We’re now in a much stronger position to adhere to our internal service level targets.” 

AXA 

The Results 

All feedback captured, be it complaint, compliment, enquiry or general comment, is automatically fed through the Respond system back to the Customer Care Team at AXA’s main office.  

AXA also uses the Respond system to produce reports in order to identify trends, risk and potential cost-saving process improvements. This information enables AXA to identify problems, put corrective actions in place and monitor the impact of these changes, providing an immediate benefit to the organisation.  

For example, within its Auto Engineering Service, analysis of the Respond data identified trends and enabled process changes which removed three days from the average turnaround time of a vehicle going in and leaving the repair shop.  

AXA recognises the strategic business benefits of gathering and understanding customers’ experiences for the improvement of AXA’s service. The crucial link between understanding a customer’s experience through feedback and delivering improved quality is recognised at board level with the backing of the CEO. The CEO recognises that listening to the customer has a tremendous impact on the company and will ultimately improve the level of customer service. 

With Aptean Respond, AXA could reap the following benefits: 

• Turnaround time for acknowledgement of complaints down to 24 hours 

• Process improvements identified, resulting in $2 million savings to the business 

• 2% increase in customer satisfaction within the first year 

Overall, the Respond complaint management solution provides AXA with meaningful data to instigate product, process and service improvements as well as evidence of increases in profitability and reductions in cost. By listening to the customer, capturing feedback and analysing the information collected in the Respond system, the company can make adjustments to provide the quality of service demanded by its customers, delivering a consistent customer experience to their loyal customer base. 

“Dealing with complaints and making improvements to the way we manage those is one thing. But using that type of feedback in a positive way for product developments – including service delivery improvements and contact channel innovations – is also very valuable. Information and analysis we get from the Respond system makes this possible.” 

AXA 

Turning Complaints Into Action With the Right System 

Handling complaints well matters more than most teams think. When complaints are scattered across emails, spreadsheets, and different systems, it becomes hard to track cases, respond quickly, or see what customers are actually telling you. A purpose-built complaint management system solves that. It gives your team one place to capture feedback, manage cases and identify patterns that point to service gaps or process issues. 

Enter Aptean. We offer software designed to help your organization handle customer complaints in a structured, efficient way. Our complaint management software, Aptean Respond, helps you manage feedback from the moment it is received through to resolution, while keeping processes consistent and compliant. 

With Aptean Respond, teams across your business can benefit and customers receive better outcomes because front line staff are guided through automated workflows, making sure nothing is missed. The system also provides real-time insights and reporting, helping teams spot trends, improve processes and make faster decisions. Over time, this kind of visibility helps you strengthen service quality, reduce operational costs and improve customer satisfaction. 

Ready to explore what Aptean Respond can do for your business? Reach out to our expert team or book a demo to learn more about how the platform can support your complaint management strategy.