Case Study: AXA Business Insurance achieves personalized, joined-up customer journeys and higher satisfaction with Salesforce

AXA knows what customers need before they need it with Salesforce

AXA Business Insurance, a Glasgow-based insurer serving small and medium businesses with 220 employees and nearly $160M in annual sales, wanted to grow its direct channel and become the market leader. The company struggled with four separate internal systems that left advisors without a unified customer view, making it hard to deliver fast, personalized omni-channel service and to turn satisfied customers into digital referrals.

AXA implemented Salesforce (Service Cloud, Sales Cloud and Marketing Cloud), integrating it with communications and policy platforms so ~150 service and sales users have a 360° customer view, automated reporting, and a “may need” dashboard for targeted cross-sell. The change cut manual work (freeing up hours daily), improved response continuity and personalization, boosted sales effectiveness, and helped deliver a 4.8/5 Feefo customer rating.

AXA

Darrell Sansom

Chief Customer & Innovation Officer