Case Study: AIG achieves cost savings, improved business processes and new growth opportunities with Forsta's enterprise feedback management solution

Customer feedback drives cost savings, improved business processes, and new opportunities for AIG

AIG, a global insurance leader, sought to institutionalize a customer-first approach by installing feedback mechanisms at key touchpoints, identifying service improvements to support projects and marketing, and boosting employee engagement. To accomplish this, AIG engaged Forsta to deploy an enterprise feedback management (EFM) solution and consulting services to capture direct, ongoing customer input.

Forsta implemented an integrated EFM platform with automated transactional surveys, Action Management case tracking and real-time alerts, and consultant-led program design and reporting. The program processes thousands of surveys annually, is used by 170 users across 21 roles, enabled removal of an ineffective IVR for live-operator handling that cut call volume and produced annual hard-dollar savings, improved satisfaction and retention, and generated new business leads — delivering measurable cost reductions, process improvements and recognition for AIG.

AIG

Candy Michael

VP of Customer Feedback