Optimizing the customer experience

Use case: Optimizing the customer experience


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.


  • 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


  • 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


  • 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.


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