Case Study

Case Study: Real-Time Analytics Help Assurant Solutions Maximize Its Customer Service Outcomes

December 6th, 2010
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributor:
William Band

Summary

Assurant Solutions, a leading provider of specialty insurance, was considering novel ways to increase customer satisfaction and long-term loyalty and at the same time control operational costs. The company created a real-time analytics platform, known as RAMP, to match callers to the most appropriate agents based on a multitude of characteristics. The results have been stellar: The number of customers saved increased by 117%, revenue increased by 187%, and agent attrition decreased by 25%. RAMP also contributes to better agent training and long-term management of agent performance.

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