Allianz Malaysia engages Dimension Data to improve customer experience
By Digital News Asia May 16, 2018
- Also setting up a portal that provides in-depth information on customer journeys
- Allianz has been engaging with Dimension Data since 2015
DIMENSION Data, a global technology integrator and managed services provider, on May 15 announced its appointment as Key Business Solutions Partner to Allianz Malaysia (Allianz).
Dimension Data is tasked to enhance the customer experience for Allianz, while setting up a portal that provides in-depth information on customer journeys.
Allianz has been engaging with Dimension Data since 2015, when the team deployed a Voice Contact Centre solution to improve customer engagement.
The newly implemented solution enhanced Allianz’s processes in handling enquiries and complaints from clients, while providing the team with a holistic view of each client’s journey.
“We are glad to play a part in helping Allianz set the benchmark within the highly competitive FSI industry. Our success was highly dependent on the team’s acute knowledge of industry trends to drive this digital transformation.
“Coupled with our proven expertise in technology and the existing partnership between Allianz and Dimension Data, we have the winning formula to help Allianz do anything they believe in,” said Dimension Data Malaysia managing director Henrick Choo (pic).
Dimension Data’s Global Customer Experience Benchmarking Report (GCXBR) 2017 revealed that nine channels of communication are now a norm; explaining the rise of digital channels such as email, chat and social media channels.
Like 81% of companies surveyed in GCXBR 2017, Allianz recognises Customer Experience (CX) as a competitive differentiator and wanted to further improve its CX capabilities in areas such as First-Call Resolution (FCR) and agent efficiency in resolving enquiries.
It is a timely move for Allianz to move their contact centre to an Omnichannel Case Management Automation Platform, as part of their strategic direction to divert more client enquiries towards digital channels.
The implementation of this Omnichannel Case Management Platform is the first of its kind in the insurance industry in Malaysia.
They also deployed a Client Engagement Management Platform to offer self-service options to customers.
“We take pride in being digital-ready and view digital as a marked investment towards our future. Since the implementation of this Omnichannel Management Platform, we have seen significant improvements which have positively impacted both our operations and customers. We are now seen as a gamechanger in the FSI industry, for being the first local insurer to successfully implement this platform.
“More importantly, we have managed to improve our customer’s experience, giving us a competitive edge in the industry. Our end-customer satisfaction level has increased up to 70% as a result of this project. This is all thanks to Dimension Data for their collaborative efforts and guidance towards fulfilling our commitment to our customers, said Allianz Malaysia Bhd chief operations officer Sean Wang.
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