Case Study : Ageas

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Case Study : Ageas

Eptica is enabling AIS and 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 princing in the marletplace

Ray Westwick Head of Call Cneter

Ageas Insurance Solutions (AIS) is a leading personal lines insurance broker and part of the award winning Ageas UK group (formerly known as Fortis UK). AIS currently insures more than 1 million customers through its own brands and various affinity partnerships. The internet, the economy and the influence of aggregators have created unprecedented change within the insurance industry. With downward pressure continuing to be exerted on price, traditional processes within policy sales and administration can adversely affect efficiency and competitiveness.With 90 per cent of its business coming from the web, AIS realised that it needed to transform its operations. However, it was still heavily reliant on its contact centres to resolve enquiries by phone, either in response to inbound calls or calling back customers that had submitted a web form. This was leading to increased time to resolve enqueries and consequently greater cost.AIS was embracing online communication but in an unstructured way. Agents had to use 45 different email accounts, requiring individual management and log-ins, making the process labour intensive and difficult to track.
Consequently AIS made a strategic decision to transform how it interacted with customers, integrating the online channel and back office to provide a seamless, consistent, multichannel approach. Through its eStream project it aimed to deliver an enhanced experience for customers while maximising efficiency

Eptica enables Ageas to win the Financial Sector Technology Awards, Best use of IT in Insurance and Best Use of CRM technology

Web Self-service Benefits

With three Eptica solutions(Email management, Self-Fax-Letter-SMS) Ageas receives

  • 23%

    to reduce calls to the contact center

  • 50%

    customer reduction treatment

  • 96%

    increase the resolution rate in the first contact

Download Ageas case study