AIG Case Study


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

AIG is a leading international insurance organization serving customers in more than 100 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer.

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As part of their goal to institutionalize a focus on the end customer, AIG wanted to build a Voice of the Customer program that would identify service improvement opportunities and provide customer intelligence to support key projects.

In this case study, you'll learn how AIG were able to:

  • Drive a reduction in costs and an ability to allocate funds based on customer feedback
  • Improve business processes to drive customer satisfaction and retention
  • Motivate employees around the customer experience.

 

Challenge 

As part of their goal to institutionalize a focus on the end customer buying AIG products, AIG wanted to: 

  • Install customer feedback mechanisms and resulting action processes for key customer interaction points 
  • Identify service improvements and provide customer intelligence to support key projects and marketing opportunities 
  • Develop organizational communication and support to raise customer awareness and promote employee engagement

Solution 

Confirmit provides an advanced enterprise feedback management solution and expert consultant guidance to help AIG capture daily transactional data across business groups, respond to and resolve issues in real time, and improve the business processes that impact customer satisfaction.

Results

  • A reduction in costs and an ability to allocate funds based on customer feedback 
  • Improved business processes drive customer satisfaction and retention 
  • New business opportunities resulting from survey outreach 
  • Employees motivated around customer satisfaction 
  • A competitive edge with a reputation for great customer service