GoApp (IBM BAW app) in Insurance Company
Digital transformation in Insurance company Customer Care
the Problem
Many documents and emails received from customers were left without a reply or the reply was delayed
Customers were iritated and many of them wrote additional emails/did call many times
No/rare analysis of root causes of customer complaints
No/rare anticipatory actions made for customer to avoid complaint
KPI Before
Large quantity of customer complaints regarding customer service
Long Medium time needed to resolve a complaint
The implemented Solution
Multi-channel registration tools for all types of customer notifications – over 70 types of customer cases types handled
SLA management
Proactive support for the customer care processes
Complaints process suport
Dashboard of all customer cases and analytics
Tools for root causes analytics and avoiding complaints
KPI After
Quantity of complaints reduced by 15%
Reduced Medium time needed to resolve a complaint – 95% were resolved in 5 days