Improved automation of customer contact increased customer satisfaction.

Contact handling substantially improved

Challenge

Result

Realizes growth ambition

Achmea’ s customer service handles about two million personal customer contacts per year. In order to realize the growth ambition, it is necessary to use automation for this personal contact that supports the employee in the right way. With the deployment of RPA(Agentic AI) we accelerated the work process and reduced the handling time of customer contacts.

Fast policy conversion with Desktop Automation for Achmea

Achmea uses various systems that are deeply embedded in the organization. Quick and flexible adjustments are not always easy in such an environment. “A good contact is often spoiled by a bad system,” was once said in one of the first conversations. We then set to work to build a solution that:

Speed up the work process and reduce handling time;
Insights commercial opportunities for cross- and upsell;
Ensures employees receive relevant information at the right time.

Our RPA solution has taken care of this. Through a flexible shell, some of the manual work is automated, so employees can help customers much faster and software robots do the boring routine work. Some concrete automated examples within Achmea:

Create and email a copy of a green card for a customer;
Report code retrieval from an online database so that each client can be insured immediately;
Standard email reading and processing in the Achmea system;
Send an iDEAL link by e-mail to customers in arrears.

Applied Solution