RSA 集团：投诉处理集成项目 (CHIP)
公司规模
Large Corporate
地区
- Europe
国家
- United Kingdom
产品
- Aptean Respond
技术栈
- Complaints Management System
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
技术
- 功能应用 - 企业资源规划系统 (ERP)
适用行业
- 金融与保险
服务
- 软件设计与工程服务
关于客户
RSA 是世界领先的跨国保险集团之一，拥有 300 年的历史。他们拥有 19,000 名员工，为 140 多个国家的 1700 万客户提供服务。RSA 的目标是通过重组相关团队、改变公认的规范并为员工提供合适的软件来完成工作，使自己成为投诉处理领域的市场领导者。RSA 实施了所谓的投诉处理整合项目 (CHIP)，这是对 RSA 投诉处理从根本和分支层面进行的全面审查。它由三个独立的部分组成：人员、流程和技术。
挑战
2012 年，英国金融服务管理局 (FSA) 宣布将把权力移交给金融业的新监管机构——金融行为监管局 (FCA)。随着投诉管理法规越来越严格，RSA 借此机会彻底改革了其客户关系职能。目标是通过重组相关团队、改变公认的规范并为员工提供合适的软件来完成工作，使 RSA 成为投诉处理领域的市场领导者。RSA 实施了所谓的投诉处理整合项目 (CHIP)，从根本上全面审查 RSA 的投诉处理。这包括三个独立的部分：人员、流程和技术。在审查人员和流程的同时，RSA 重新设计了他们处理投诉的方式，以符合新法规，同时也符合他们自己的内部最佳实践系统。
解决方案
RSA 对其客户服务团队进行了重大变革。此前，600 名员工将处理投诉作为日常工作的一部分。这意味着他们的注意力并没有集中在提供与投诉专家同等的服务上。如今，60 名员工接受了专门处理和处理投诉的培训，而不会被常规客户服务问题所影响。为了支持新团队及其新结构，并支持整个 CHIP 项目，该计划的一个关键部分是用适合投诉管理的专业技术取代 RSA 老化且受限的投诉处理系统。RSA 需要一个现代化的系统，帮助他们遵守法规，并将高效、灵活和全面的投诉处理作为常态引入。在访问另一家保险公司后，Aptean 的 Respond 显然在竞争中脱颖而出。RSA 能够在 Aptean 的控制之外看到 Respond 的实际运行，确认 Respond 能够完全满足他们的需要。
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.
Case Study
Real-time In-vehicle Monitoring
The telematic solution provides this vital premium-adjusting information. The solution also helps detect and deter vehicle or trailer theft – as soon as a theft occurs, monitoring personnel can alert the appropriate authorities, providing an exact location.“With more and more insurance companies and major fleet operators interested in monitoring driver behaviour on the grounds of road safety, efficient logistics and costs, the market for this type of device and associated e-business services is growing rapidly within Italy and the rest of Europe,” says Franco.“The insurance companies are especially interested in the pay-per-use and pay-as-you-drive applications while other organisations employ the technology for road user charging.”“One million vehicles in Italy currently carry such devices and forecasts indicate that the European market will increase tenfold by 2014.However, for our technology to work effectively, we needed a highly reliable wireless data network to carry the information between the vehicles and monitoring stations.”
Case Study
Safety First with Folksam
The competitiveness of the car insurance market is driving UBI growth as a means for insurance companies to differentiate their customer propositions as well as improving operational efficiency. An insurance model - usage-based insurance ("UBI") - offers possibilities for insurers to do more efficient market segmentation and accurate risk assessment and pricing. Insurers require an IoT solution for the purpose of data collection and performance analysis
Case Study
Smooth Transition to Energy Savings
The building was equipped with four end-of-life Trane water cooled chillers, located in the basement. Johnson Controls installed four York water cooled centrifugal chillers with unit mounted variable speed drives and a total installed cooling capacity of 6,8 MW. Each chiller has a capacity of 1,6 MW (variable to 1.9MW depending upon condenser water temperatures). Johnson Controls needed to design the equipment in such way that it would fit the dimensional constraints of the existing plant area and plant access route but also the specific performance requirements of the client. Morgan Stanley required the chiller plant to match the building load profile, turn down to match the low load requirement when needed and provide an improvement in the Energy Efficiency Ratio across the entire operating range. Other requirements were a reduction in the chiller noise level to improve the working environment in the plant room and a wide operating envelope coupled with intelligent controls to allow possible variation in both flow rate and temperature. The latter was needed to leverage increased capacity from a reduced number of machines during the different installation phases and allow future enhancement to a variable primary flow system.
Case Study
Automated Pallet Labeling Solution for SPR Packaging
SPR Packaging, an American supplier of packaging solutions, was in search of an automated pallet labeling solution that could meet their immediate and future needs. They aimed to equip their lines with automatic printer applicators, but also required a solution that could interface with their accounting software. The challenge was to find a system that could read a 2D code on pallets at the stretch wrapper, track the pallet, and flag any pallets with unread barcodes for inspection. The pallets could be single or double stacked, and the system needed to be able to differentiate between the two. SPR Packaging sought a system integrator with extensive experience in advanced printing and tracking solutions to provide a complete traceability system.
Case Study
Transforming insurance pricing while improving driver safety
The Internet of Things (IoT) is revolutionizing the car insurance industry on a scale not seen since the introduction of the car itself. For decades, premiums have been calculated using proxy-based risk assessment models and historical data. Today, a growing number of innovative companies such as Quebec-based Industrielle Alliance are moving to usage-based insurance (UBI) models, driven by the advancement of telematics technologies and smart tracking devices.
Case Study
Enhancing Security and Compliance in Remitly's Global Money Transfer Service with Fastly
Remitly, an online remittance service, was faced with the challenge of securing its proprietary global transfer network. The company needed a security solution that could meet PCI requirements and protect customers' sensitive transactions through its mobile application. The solution had to be capable of defending against new and emerging attack types without impacting performance. Remitly also had to deal with irregular traffic patterns, such as a sudden spike in account transfers from a small network segment on the Pacific coastline of South America. The company needed to determine in real time whether such traffic indicated an attack or valid requests. A traditional web application firewall (WAF) would not be able to distinguish this traffic, potentially leading to customer frustration if the IP was blacklisted.
