Customer Feedback Drives Cost Savings, Improved Business Processes, and New Opportunities for American General Life Companies

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Challenge

American General Life Companies (AGLC) ranks among the top insurance providers in North America, offering a broad range of life insurance, annuities, accident and health insurance products, and worksite benefit plans. Their challenge was to:

• Install customer feedback mechanisms and resulting action processes for key customer interaction points
• Identify service improvements and provide customer intelligence to support key projects and marketing opportunities
• Develop organizational communication and support to raise customer awareness and promote employee engagement

Solution

MarketTools® CustomerSat™ provides an advanced enterprise feedback management solution and expert consultant guidance to help American General Life capture daily transactional data across business groups, respond to and resolve issues in real time, and improve the business processes that impact customer satisfaction.

Results

• Reduction in costs and an ability to allocate funds based on customer feedback
• Improved business processes drive customer satisfaction and retention
• New business opportunities identified through survey outreach