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Improved NPS by proactively addressing customer complaints on any social media

Insurance
6 February 2020
#Insurance #DigitalMarketing #Analytics

About Client

An Insurance company with at least 300 employees out of which 80 people handle customer relations. They specialise in medical and general insurance of individuals.

Problem statement

Due to various reasons, Insurance companies found it hard to handle consumer grievances. They wanted to tackle the problems before the customers even wanted to express any sort of dissatisfaction with the product or services they have been using.

Solutions

A couple of suggestions were made for this problem, but what stood out the most is using our Customer Relationship management system.

We integrated the following for a better understanding of customer satisfaction:

  • Sending out survey forms to the customers asking about the product or service they have provided
  • Checking the Net Promoter Score (NPS) of the product/service- This helped in increasing customer satisfaction to the maximum. It was easier to gain insights from the customers themselves so that they could address the issues if there were any.
  • Rating system

Configuration and Deployment timeline - 2 Months Study, 3 Months Deployment, 2 Months Transition Time to Go Live- 5 Months from Contract

Results

SignOn ran advanced analytics and automation across the products to get what is needed. The data was leveraged from different sources and actionable insights at any given point of decision.

  • 36% increase in NPS by customers

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Synopsis

Automation and Analytics are the holy grail of SignOn, primarily focusing on problem solving.

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