AXA - TechAhead
Global Insurance Leader

Global Insurance Leader

Major French Insurance leader provides 24/7 emergency helpline to millions of people around the world.

AXA

AXA is a French multinational insurance firm headquartered in Paris that engages in global insurance, investment management, and other financial services. AXA Drive Easy aims to cater an end to end solution to its customers with the help of a completely digital and robust system.

Project Description

Project Description

The project helps the customers find an easy and quick way to inform the insurance operations team of their vehicle breakdown so the services can reach them at the earliest possible.

The Work

The client wanted us to help them create robust digital system for end to end Road Side Assistance.

Challenges & Solutions.

The Drive Easy system is huge in nature which we have derived from their actual operations process. The conceptualization of DE required to and fro communications and meetings with product owners and stakeholders to understand the correct business needs required. We developed solutions on which we used to enhance the features and processes with collaborative efforts which sometimes required business as well as the technical expertise of the domain which both organizations had in hand.

Some of the challenges faced are as follows:

  • Understanding the operations model in different countries.
  • How to reduce the case close time for a case.
  • Reducing the manual process via various automation and algorithms.
  • The pricing model of each country is different in nature so algorithms change.
  • Every country has a different language barrier, so taking care of a unified system supporting any language required.
  • Need for quick and proper sync between Customer, Agents, Drivers, Providers, Finance team and other role-players of the system.

We have provided an end to end digital system to AXA based on their request and currently in process of enhancements each day based on new data coming into the system. With the help of the automated system, AXA is achieving to reduce various business operations efforts, cost and time which was originally difficult to track and monitor. The invoicing system has enabled them to receive smart statistics on the system, with which they can further improve the efficiency of the operational functionalities.

Some solutions provided are:

  • Real-time location of customers via GPS to show the exact location of customers
    to Agent and Drivers to reach them for a case.
  • The dynamic ability for agents to spot customers location to the exact pinpoint
    location via various upmarket methods.
  • Algorithms running to reduce agents time by fetching 80-90% customer data from
    AXA database to reduce operations time for a case.
  • Strong computations and algorithms running to automatically filter and suggest the
    nearest workshops, drivers, and providers for a case. This helps the DE system to
    send the best RSA Team for customer’s service reducing response time, cost and
    effort.

App Features

Algorithms running to reduce an agents operations time by fetching 80-90% customer data from the database to reduce agent’s time per case.

Strong algorithmic computations were deployed to fetch customer data and suggest nearest workshops, drivers, and providers – leading to 80% saving on resolution time.

 

App Features
Algorithms running to reduce an agents operations time by fetching 80-90% customer data from the database to reduce agent’s time per case.
Strong algorithmic computations were deployed to fetch customer data and suggest nearest workshops, drivers, and providers – leading to 80% saving on resolution time.
 

Deployed powerful mechanisms for Invoice Management to manage huge datasets, helping the Finance Team to create invoices based on clubbed cases via geographical location.

Self activated triggers with Multiple Alarms were set to keep a track of cases and remind the operations team of the actions.

The Results

The Results

  • Customer Case Automation.
  • Enhance Driver Automation.
  • Driver/Workshop Search Automation.
  • Enhance Invoice Management.
  • Enhance Case Response Time.
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