Case Study: Automobile Club du Luxembourg speeds claims processing and boosts customer satisfaction with Dassault Systèmes ITEROP

Automobile Club du Luxembourg

The Automobile Club du Luxembourg (ACL), a major mobility and assistance association, faced significant operational challenges due to inefficient and fragmented processes. Customer complaint management was particularly hampered by data dispersal, a lack of centralized information, and lengthy manual tasks, which severely impacted customer satisfaction and overall efficiency. To address this, ACL partnered with Dassault Systèmes to implement its ITEROP BPM solution.

Dassault Systèmes' ITEROP solution standardized and digitized ACL's key processes, centralizing data and automating repetitive tasks. This implementation led to a dramatic tenfold reduction in customer complaint processing time, from 39 days to just 4 days, and increased post-incident customer retention from 60% to 91%. The solution provided complete traceability and real-time visibility across departments, resulting in vastly improved operational efficiency and a stronger commitment to customer satisfaction for ACL.

Automobile Club du Luxembourg