AXA France: Process Excellence Award Winner
公司规模
1,000+
地区
- Europe
国家
- France
产品
- Software AG Process Performance Manager (PPM)
- MashZone
技术栈
- Salesforce.com
- AXA Information System
- Claims Management ERP System
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 实时分析
- 应用基础设施与中间件 - 数据交换与集成
适用功能
- 商业运营
- 质量保证
用例
- 质量预测分析
- 过程控制与优化
服务
- 系统集成
关于客户
AXA is committed to serving 102 million clients in 56 countries with a wide range of products and services in property-casualty insurance, life & savings and asset management. AXA is part of the top 100 Best Global Brands and, for the fifth year in a row, ranked the first insurance brand worldwide. The company has 157,000 employees and distributors. In 2013, net income rose 14 percent to 4.5 billion euros.
挑战
AXA’s goal is to become the preferred company for all of its stakeholders and customers. This requires a strong focus on the customer and fostering employee involvement by building a culture of trust and SLA achievement. In claims management, in particular, AXA France wanted to identify the cause of SLA issues to increase customer satisfaction and optimize the claims management team. In the end, AXA wants its claims management organization to have a process optimization mindset.
解决方案
By using Software AG Process Performance Manager (PPM) and MashZone, AXA keeps a continuous eye on claims management in its property & casualty insurance business. The solution gives AXA insight into data from various sources, including the AXA Information System, a new claims management ERP system and Salesforce.com®. Using a dashboard created with MashZone, AXA monitors KPIs to give managers a better understanding of the end-to-end behavior of claims management processes. Management dashboards are linked to root-cause analysis and benchmarking done by analysts on PPM. The solution is fully aligned with AXA France’s customer-centric strategy.
运营影响
数量效益
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