AXA France: Process Excellence Award Winner
Customer Company Size
Large Corporate
Region
- Europe
Country
- France
Product
- Software AG Process Performance Manager (PPM)
- MashZone
Tech Stack
- Salesforce.com
- AXA Information System
- Claims Management ERP System
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Functions
- Business Operation
- Quality Assurance
Use Cases
- Predictive Quality Analytics
- Process Control & Optimization
Services
- System Integration
About The Customer
AXA is committed to serving 102 million clients in 56 countries with a wide range of products and services in property-casualty insurance, life & savings and asset management. AXA is part of the top 100 Best Global Brands and, for the fifth year in a row, ranked the first insurance brand worldwide. The company has 157,000 employees and distributors. In 2013, net income rose 14 percent to 4.5 billion euros.
The Challenge
AXA’s goal is to become the preferred company for all of its stakeholders and customers. This requires a strong focus on the customer and fostering employee involvement by building a culture of trust and SLA achievement. In claims management, in particular, AXA France wanted to identify the cause of SLA issues to increase customer satisfaction and optimize the claims management team. In the end, AXA wants its claims management organization to have a process optimization mindset.
The Solution
By using Software AG Process Performance Manager (PPM) and MashZone, AXA keeps a continuous eye on claims management in its property & casualty insurance business. The solution gives AXA insight into data from various sources, including the AXA Information System, a new claims management ERP system and Salesforce.com®. Using a dashboard created with MashZone, AXA monitors KPIs to give managers a better understanding of the end-to-end behavior of claims management processes. Management dashboards are linked to root-cause analysis and benchmarking done by analysts on PPM. The solution is fully aligned with AXA France’s customer-centric strategy.
Operational Impact
Quantitative Benefit
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