Case Study: RSA Insurance Group achieves 30 hours/week time savings (3,700 hrs/yr) and improved customer experience with Aptean Respond (Aptean)

RSA Complaints Team Saves 30 Hours a Week with Aptean Respond

RSA Insurance Group, a long-standing global insurer, needed to simplify and strengthen its complaints handling to improve data accuracy and the customer journey. Facing fragmented systems and time-consuming manual rekeying, the complaints team sought a solution to remove manual processes, boost confidence in reporting, and speed up case handling.

By integrating Microsoft Dynamics with Aptean Respond and using Aptean’s implementation support, RSA centralized complaints management, automated reporting and introduced real-time MI and configurable workflows. The integration saved about 3,700 hours a year in call centres and 1,560 hours a year in complaint management (30 hours a week), improved customer experience and operational responsiveness, and enabled further system integrations.

RSA Insurance Group

Simon Collins

Complaints Systems, MI & Performance Analyst