Case Study: ITAS Mutua improves customer experience and satisfaction with SandSIV's sandsiv+

ITAS Mutua achieves 96.1% satisfaction with SandSIV

ITAS Mutua, an Italian insurance company, faced the challenge of adapting to growing digital customer demands for its instant ski insurance product, ITASNOW. To maintain a competitive edge, they needed to better understand the voice of their customers. They partnered with vendor SandSIV and consulting firm Applied Consulting to launch a pilot Voice of the Customer (VoC) program using the sandsiv+ platform.

The solution involved implementing SandSIV's sandsiv+ platform, powered by generative AI, to gather and analyze customer feedback across four key digital touchpoints. The results were outstanding, achieving a 96.1% customer satisfaction rate and a Net Promoter Score (NPS) of 42. This provided ITAS Mutua with immediate, real-time insights that allowed them to quickly identify areas for improvement and strengthen customer relationships.

ITAS Mutua