Use case: Optimizing the customer experience
Goal
Beneva™ is the largest insurance mutual in Canada* with more than 3.5 million members and customers. It’s a major player in the insurance and financial services industry. Created by the coming together of La Capitale and SSQ Insurance, Beneva™ was looking to eliminate manual processes and improve customer experiences.
Challenges
- Customer requests were submitted across various channels requiring employees to manually monitor and manage hundreds of email inboxes
- Slow and inefficient claims processing because there was no automated process for customer service case management
Solutions
- Automatic customer routing application to send requests to qualified agents
- Centralized, web-based interface for agents to track and update customer requests
- Integrated application for agent and customer communication, including secure document storage
Results
- Reduced the time from customer request to resolution by 50%
- Enabled a 360-degree view of customer behaviors and purchases
- Provided a more efficient and effective user experience for employees
*Policyholders of contracts issued by an insurance company of Beneva Group Inc. are members of SSQ Mutual and La Capitale Civil Service Mutual.
