Case Study: Aegon achieves simplified customer self-service and a 36-point NPS increase with Appian

Aegon - Customer Case Study

Aegon, a multinational insurance, pension and savings provider with Dutch roots dating to 1844 and operations in more than 20 countries, sought to simplify and improve service for intermediaries and customers by delivering accessible omnichannel digital solutions. The challenge was to combine the right people and technology to make interactions simple, transparent and customer-first across business lines.

Aegon selected Appian’s low-code platform for BPM and case management to enable agile development and intelligent automation. A flagship mortgage self-service feature lets customers see consequences of extra redemptions, pay instantly via iDEAL, and have back‑office systems updated automatically. Since Appian’s 2017 introduction, Aegon has launched 50 business applications across multiple divisions with 15 DevOps teams, and its Net Promoter Score has risen by 36 points.

Aegon