Case Studies
Jun 12, 2024
Our Client
This client is a European multinational insurance company. They provide investment management and other financial services operating in several countries.
Industry
Insurance
Company Size
90,000+
Revenue
$115B+
Location
Europe
Objective
To provide senior management with visibility into operations, the client sought to develop a data-driven understanding of processes across business units. By linking process metrics to customer service KPIs, they aimed to quantify the impact of changes to workflows. With enhanced transparency and measurable insights, leadership could make informed decisions to optimize processes in support of service goals.
The objective was to leverage data analytics to explore patterns and correlations between internal processes and external customer satisfaction.
Customer Satisfaction
Gains
improved by implementing best practices
Efficiency
Insights
improvement opportunities through standardization
Solution
Skan AI generated data-driven insights that identified bottlenecks and inefficiencies tied to critical tasks across different process types. By mapping workflows to service metrics, Skan AI revealed opportunities to optimize operations in ways that directly improved the customer experience. The analysis charted a course toward more efficient operations and higher customer satisfaction scores. With clarity on where to focus, the client was able to reallocate resources to improve customer service performance.
Outcome
The client transformed its customer service operation thanks to Skan AI's actionable insights. By standardizing processes and adopting best practices, they created an internal playbook to equip employees with procedures for more efficient operations.
The result? Happier customers and improved customer satisfaction scores. Skan AI unlocked the client's potential to deliver an exceptional customer experience.