Case Study: Altima achieves improved customer satisfaction and automated complaints handling with Bonitasoft

Satisfaction survey automation and complaints handling optimization to improve customer satisfaction

Altima, a specialist in claims handling and customer relations that expanded into the MAIF group, needed a complete overhaul of its information system to consolidate and automate manual business processes—particularly satisfaction surveys and complaints handling—while improving regulatory compliance, traceability, productivity and customer responsiveness. To meet these goals Altima selected Bonitasoft and its Bonita platform for rapid design, deployment and available connectors.

Bonitasoft implemented a phased approach with an initial study to prioritize and categorize processes, automating quick-win flows first; the first process was live in three months and new processes rolled out roughly every two months. Using the Bonita platform Altima deployed 10 automated processes in a few months with only 1.5 FTE for development/integration and 0.5 FTE for analysis, yielding improved visibility, productivity and team collaboration, faster response to customers and stronger compliance and traceability.

Altima

Denis Bodin

Product Owner