With presence in over 64 countries, the AXA Group has 166,000 employees and serves 107 million customers. Its experience is reflected in a series of products and services adapted to each of its three basic sectors of activity: Life Insurance, General Insurance and Funds Management.
Due to the continuously increasing competition, the Group’s basic need is timely and valid response to customer and partner network requests, with the following goals:
• Gradual coverage of all organization department needs
• Utilization of cutting edge technologies to empower the personnel
• Boosted personnel effectiveness and productivity
• Integrated customer overview
• Optimal coordination of sales & customer service
• Top customer service
• Increased customer loyalty
• Clientele growth
In order to cover the above needs, the AXA Group sought a modern, international Customer Relationships Management (CRM) solution, allowing the application of a well-designed strategy for management of customer-oriented relationships, customer service and utilization of cutting edge technologies to empower the personnel and boost productivity. In this context, the Microsoft Dynamics 365 CRM integrated solution was chosen, deployed by Data Communication. The main criterion was the 30+ years of experience in the Greek market and the extensive experience as Microsoft Partner with the deployment of 200+ Microsoft Dynamics projects.
In this context, the following were completed:
A. Requests management subsystem, including:
• Automated requests import and creation
• Automated customer service procedures
• Complete integration and application of SLAs
• Monitoring of all activities relate to all requests and provision of an integrated viewpoint of all related communications
• Assignment of each request to the respective team, department and user
• Complete automation of electronic communication with external partners and integration with Exchange
• Monitoring of history for all requests and settlement tasks
• Complete integration and bilateral communication with back office systems
• Auditing procedures for information protection
• Cooperation with the legal department
B. 360° view of customers, including:
• Customer matching with insurance objects (contracts, policies, claims etc.)
• Communication with backoffice systems for daily updates of the CRΜ database
• Creation of displays for viewing all customer information
• Compliance of the deployed solution with the GDPR rules
In summary, the benefits secured for the Group include:
• Utilization of international best practices and cutting edge technologies provided by Microsoft Dynamics 365 CRM
• Increased customer satisfaction rate and customer loyalty with quicker settlement of requests and personalized service
• Maintenance of the agreed service-level agreements (SLA)
• Empowerment of the customer service department agents, boosted productivity and enhancement of all department productivity indexes
• Integrated supervision of customer service department communications with customers and all related activities for service requests
• Valid and timely information to Administration on the evaluation of marketing campaigns and customer service department productivity
