January 22, 2013
CSS Insurance Selects CustVox CEM Solution to Improve the Understanding of Customer Experience
By Calvin Azuri
CSS (News - Alert) Insurance recently entered into an agreement with CustVox, a provider of CEM solutions serving the EMEA region, over the adoption of the CustVox CEM solution. By deploying the solution, CSS will be able to effectively improve its understanding of customer experience. CSS Insurance is one of the biggest Swiss based health and accident insurers.
In a statement, Marco Ippolito, speaking on behalf of CSS, said that, "The CustVox solution enables us to always measure, analyze, and understand the perceived quality of customers experience.”
Deployment of the CustVox Voice of the Customer (VoC) Hub based- Customer Experience Management (CEM) solution, into CSS Insurance Switzerland was carried out last year. The deployment was planned as a limited two-month pilot project. CSS realized the importance of improving its understanding of the individual customer and the need for delivering an optimized and simpler means of communicating with the company, after implementing the solution.
To address this need, CustVox went ahead with the deployment of the CustVox VoC Hub, and a number of key modules, during the initial pilot project. In addition to the centralized, unified VoC Hub, CustVox also deployed its Customer Feedback Manager (CFM) - a tool developed for delivering automated customer surveys anytime a customer interaction takes place, in addition to capturing and analyzing customer feedback spanning multiple touchpoints.
The CustVox CFM issues surveys to selected clients, at specific times, and also delivers a number of different surveys covering different touchpoints. The CFM then generates and delivers a number of follow up questions based on the survey results. This process was integrated into CSS’s IT infrastructure in real-time via a Web service. The VoC Hub then served to centralize the gathered unstructured data within a single repository.
CSS decided to use CustVox based on the proven success of its SaaS (News - Alert) based technology which can seamlessly collect and analyze customer feedback all in real-time spanning multiple communication channels such as e-mail, SMS, Web, IVR (Interactive Voice Response) as well as via interaction with call center agents.
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Edited by Brooke Neuman