CSAA Insurance Group: Transforming the customer experience
Significantly improved net promoter score (NPS) and customer satisfaction
Delivered a simplified, intuitive desktop, making it easier for agents and improving satisfaction
Improved average handle time (AHT) and first call resolution
Rapid implementation, just over six months exceeded goals
"Our service center runs in the region of five million calls a year. A year ago… we weren’t able to acknowledge how long a customer had been an AAA member, and now we can. We are leveraging information more effectively so we can deliver that perfect customer experience."
The Business Issue
As the insurance group for more than 2.7 million AAA members, and $3.2 billion in net written premiums, CSAA needed to transform its customer experience to drive loyalty and growth. The goal: Provide a customer experience that was simple, proactive, and personal.
To radically improve the customer experience, CSAA realized it had to shift its perspective from “inside-out” to the “outside in.” To achieve this goal, CSAA worked with Pega to redefine its processes along the entire customer journey.
Working with Pega, CSAA consolidated data from multiple policy administration systems, simplified complex internal processes, and created a “single view” of the customer. For the first time CSAA was able to track its customer interactions.
CSAA and Pega have transformed agent-customer interactions, from being a purely transactional experience to a more efficient, effective customer-centric engagement.
The result for CSAA has been tremendous. Even in the context of multiple millions of calls per year, the organization has seen increased efficiency, lower average handle time (AHT), and improved customer satisfaction and higher net promoter scores.
Product Area: Customer Service
Challenge: Customer Service