Case Study: Allianz Global Assistance streamlines quality monitoring with Scorebuddy

Allianz - Customer Case Study

Allianz Global Assistance, a global leader in assistance, travel insurance, and personal services, needed a better way to manage quality monitoring across its customer service centers. Its existing access-based database of scorecards was difficult to use and adapt, creating extra effort for managers and limiting flexibility. Scorebuddy provided the quality assurance software used to address this challenge.

With Scorebuddy, more than 30 Allianz managers gained up-to-date staff lists, greater ownership of their scorecards, and the ability to change questions without affecting historical data. The solution streamlined quality monitoring, reduced reliance on IT, and improved reporting so managers could focus on audits and customer service quality. Scorebuddy also delivered clearer insights and easier report presentation, helping Allianz replace manual reporting with a more efficient process.

Allianz

Nikki Woolgar

People, Performance and Development Manager