Case Study: Sompo Japan Insurance improves third-party ecosystem services with Alterna CX

Sompo Japan Insurance boosts response rates by 25% with Alterna CX

Sompo Japan Insurance, the Turkish subsidiary of a major Japanese insurer, sought to move beyond traditional, infrequent market research to gain real-time, actionable insights into customer satisfaction. Their main challenge was proactively managing the customer experience, which largely occurs through third-party services like tow truckers and repair shops, a critical factor in policy renewal decisions. To address this, they partnered with vendor Alterna CX to implement a transactional NPS program.

Alterna CX designed a solution that automatically sends NPS surveys across 15+ customer touchpoints within 24 hours of a transaction. The implementation included communication rules to balance response rates, which resulted in a 25% increase in survey responses for experiences like claims handling. The real-time dashboards and alerts enabled immediate callbacks to detractors and allowed management to adapt service levels for thousands of third parties, all tracked from a single platform.

Sompo Japan Insurance