Case Study: Santam improves social customer service response times with DataEQ Engage

Santam transforms social customer service with DataEQ Engage

Santam, South Africa's largest short-term insurer, faced the challenge of managing the growing demand for customer service on social media. Their traditional community management tools were inadequate for serving customers at scale and they risked missing conversations with both existing and prospective clients. To address this, they turned to the vendor DataEQ and implemented their Engage social customer service platform.

The DataEQ Engage platform optimized Santam's workflow by automatically identifying and prioritizing posts that required an urgent response, then routing them to the correct agent. This solution led to significant improvements within just one month: the average response time for priority conversations was reduced by 5.5 hours and the rate of response to these mentions improved by 21.9 points. DataEQ's tool allowed Santam's agents to focus on high-risk conversations, resulting in faster customer service and the identification of more business opportunities.

Santam

Marguerite De Villiers

Project Co-Ordinator