Customer case – Achmea

Doing

Realises growth ambition

Achmea's customer service department handles around two million personal customer contacts a year. To achieve their growth ambition, it is necessary to use automation in this personal contact to support the employees in the right way. By deploying RPA, we accelerated the work process and reduced the handling time of customer contacts.

Customers served! 0 Different services active

Customers served! 0 % Substantial savings per month through higher efficiency

Customers served! 0 % Substantial savings per month thanks to lower IT costs

At a glance

Customer: Achmea

Industry: insurance

Location: The Netherlands

Business size: large business

Challenges

Speeding up work processes
Speeding up customer contact processing time
Automating administrative tasks

Solution

Robotic process automation

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Fast policy conversion with Desktop Automation for Achmea

Achmea uses several systems that are deeply embedded in the organisation. Quick and flexible adjustments are not always easy in such an environment. "A good contact is often ruined by a bad system," it was once said in one of the initial conversations. We then set to work to build a solution that:

Speeds up the work process and reduces handling time;
Provides insight into commercial opportunities for cross- and upsell;
Ensures employees receive relevant information at the right time.

Our RPA solution has taken care of this. A flexible shell automates some of the manual work, allowing employees to help customers much faster, while software robots do the boring routine work. Some concrete examples of automation within Achmea:

Creating a copy of a green card for a customer and sending it via email;
Retrieving report codes from an online database, so that every customer can be insured immediately;
Reading and processing standard emails in the Achmea system;
Sending an iDEAL link via email to customers in arrears.