Case Study: AXA achieves faster, more transparent distribution inquiries with AppWay

AXA - Customer Case Study

AXA Winterthur needed to speed up and standardize a high-volume distribution inquiry process in its private client insurance business. With more than 90,000 inquiries a year and many arriving as unstructured emails or phone calls, the company struggled with slow handling times, inconsistent decisions, and limited traceability. It turned to AppWay and its digital business platform to create a product-independent, centrally managed workflow that could support faster responses and clearer accountability.

AppWay implemented a BPM-based workflow solution with business rules, automated triage, and centralized documentation, integrated with AXA Winterthur’s existing systems. The result was a major improvement in process efficiency and decision quality: about 80% of inquiries could be handled autonomously by the front office, around 20% were routed to the risk office or offshore center, and processing time was reduced while transparency and consistency improved. The solution also created a central knowledge base and laid the groundwork for further process optimization and potential decision support.

AXA

Reimund Rozek

Head Business Process & Information Management