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Eptica and AGEAS Insurance Solutions Win at FST Awards
Recognition for Best use of IT in insurance and Best use of CRM technology
Cambridge – 31 May 2011: Eptica, a leader in multi-channel customer interaction management software, and Ageas Insurance Solutions (AIS), a leading personal lines insurance broker, have won the Best use of IT in insurance and Best use of CRM technology categories at the prestigious FST Awards. The awards are in recognition for the successful Ageas eStream service transformation project, powered by Eptica technology.
Core to the eStream project, Eptica has enabled AIS to integrate its multichannel service interactions such as email, telephone, web and white mail (fax and letters) into a single Eptica-powered system. The innovative solution provides a central platform to effectively manage all online enquiries. This is supplemented by the self-service software, which enables customers and contact centre agents to "ask" questions using everyday language, with relevant answers returned immediately. To date, just 1.7% of customers using self-service go on to submit an enquiry by email.
Since deploying the technology, AIS’s enquiry processing efficiency has increased by 50%, quality of its service has improved to achieve a First Contact Resolution rate of 95.8%, and calls to customer service have reduced by 23% since implementing Eptica’s email management and online customer self service solution.
All of AIS’s 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 agents have been able to reply to customers faster and more effectively.
"Our work with Ageas Insurance Solutions has always been conducted as a true partnership, it’s that approach that has enabled the implementation to achieve such fantastic results. We’ve always been very proud of our work with AIS and believe we’re setting new benchmarks for what can be achieved in terms of enhancing customer service and transforming the back office. To be recognised with two awards suggests that the industry feels the same,” commented Dee Roche, European Marketing Director, Eptica.
Commenting on the achievements, Jason Banwell, Managing Director at Ageas Insurance Solutions said: “Our aim is to provide exceptional customer service at low cost and I’m therefore delighted we’ve been recognised for our use of IT in delivering these top quality standards. As we continue to take major steps forward in the implementation of our high customer service strategy, these awards demonstrate that our employees offer market leading support to our customers.”
Scott Thompson, Editor, FStech: “This was a great example of how technology can improve the customer experience, whilst also providing various benefits internally, including a platform for future growth. Congratulations to all involved!”
The FST Awards recognise excellence and innovation in the field of information technology within the UK and EMEA financial services sectors. These prestigious awards are designed to emphasise the importance of IT as a key driver in business and to acknowledge and reward IT specialists working within the sector.
About Eptica Eptica is the leading European multilingual solution for Customer Interaction Management including Web Self-service, Social Customer Service, Email Management, Chat, Fax-Letter- SMS and Knowledge management for Customer Service. Available on premise or SaaS, Eptica software enables website and customer service channels to improve quality of service, resolve enquiries faster, reduce costs and maximize every sales opportunity. Today more than 330 customers, including some of the world’s largest brands, in 15 countries, use Eptica solutions to deliver excellent customer service at much lower cost. Eptica’s customers include: Haven Holidays, Republic, Panasonic, Virgin Holidays, Ageas Insurance Solutions, La Redoute, Brent Council, DatingDirect.com, Capita, Société Générale, South East Water, ING and Barclays.
Eptica is based in the UK, France, Spain, Canada and Singapore and operates worldwide through its network of partners. Eptica was awarded the Deloitte Technology Fast 500 EMEA in 2009 for the third consecutive year. The company’s continuing innovation and strong performance resulted in Eptica’s inclusion in Gartner’s 2010 Magic Quadrant for Web Customer Service.