Case Study: a global insurance firm achieves stronger NPS and customer-centric CX with SandSIV sandsiv+

Global insurance firm serves 105 million clients with SandSIV

The customer, a global insurance firm, faced challenges in proactively managing customer interactions across touchpoints. They lacked platform integration to visualize the customer experience and, without any Voice of the Customer (VoC) data, were unable to create personalized experiences. To address this, they partnered with vendor SandSIV to implement their sandsiv+ customer experience management platform.

SandSIV's solution integrated sandsiv+ with the firm's internal CRM, enabling multichannel feedback collection and providing real-time visibility of customer KPIs through customized dashboards. This allowed the company to perform faster root cause analysis and use VoC metrics to fuel its Net Promoter Score (NPS) improvement process. As a result, the firm established its first NPS Committee, took concrete steps towards a mature customer experience strategy, and gained the ability to move detractors to promoters by delivering relevant customer experiences.