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Date : 01/31/2011

Ageas Insurance Solutions Transforms Insurance Customer Service with Eptica

Eptica’s Multichannel customer service workflow platform delivers 50% increase in efficiency and more than 95% First Contact Resolution rate for leading insurer

Ageas Insurance Solutions (AIS), the leading personal lines insurance broker and part of the award winning Ageas UK group, has transformed customer service and policy administration for its Auto Direct motor insurance brand by investing in multichannel customer interaction software from leading provider Eptica (www.eptica.com). Enquiry processing efficiency has increased by 50%, quality of service has improved to achieve a First Contact Resolution rate of 95.8%, and calls to Auto Direct customer service have reduced by 23% since implementing Eptica’s email management and online customer self service solution.

Customers of Auto Direct are now benefiting from a strategic drive by AIS to transform customer service and policy administration moving many of its insurance processes online. This has involved integrating online customer service with its back office and other service channels including letters, SMS and fax.

Auto Direct used to manage Web-based enquiries via 45 different email accounts. This made it both labour intensive and difficult to track and action customer interaction. Eptica has transformed this process, providing a central platform to manage all online enquiries efficiently and enhancing the online customer experience. The insurer has also adopted a self-service approach using Web self-service to provide visitors with immediate online answers to their questions. To date, just 1.7% of customers using Eptica Self-service go on to submit an enquiry by email, dramatically reducing the volume of incoming enquiries requiring a response. Additionally, enquiries that previously took 7 minutes to process by phone, which are now being handled by Eptica, are taking an average of 3 minutes 30 seconds, increasing efficiency by 50%.

“Eptica is enabling Auto Direct to deliver the highest quality customer service at the lowest operating cost. As a result, we can reward our customers with more competitive pricing in the marketplace” explained Ray Westwick, Head of Call Centre at AIS.

Eptica’s software has also revolutionised the way Auto Direct provides quotes and enables customers to complete mid-term adjustments (MTAs) online, such as changing a car or adding a new driver. Today, customers simply complete a transaction web form which automatically inputs and provides agents with all the information they need to calculate a quote or amend the policy. The ability for customers to make online payments via an online form for a policy change or outstanding payment provides a complete end-to-end online solution without call centre interaction. Eptica has already processed more than 300,000 transactions and with customers finding it easier to manage their requests online, calls to customer service advisors have reduced by 23%.

All white mail correspondence is also now digitally incorporated with web-based enquiries and managed through a central workflow that uses Eptica’s meaning based processing technology to analyse enquiries and automatically distribute correspondence and tasks to the relevant personnel. Consequently Auto Direct’s agents have been able to reply to customers faster and more effectively. Previously, the company operated a siloed approach which was labour intensive and required a dedicated team to manually file and action the thousands of enquiries they receive each month.

“White mail has traditionally been a burden for the Insurance sector. By digitally managing correspondence we’ve been able to minimize processing time and costs, and ensure that every communication is automatically recorded and tracked,” added Westwick. “Eptica’s technology has helped us to improve efficiency, enhance the experience for our customers and differentiate on price and service in today’s hyper competitive climate.”