Case Study: Sanlam improves client resolution quality and customer satisfaction with Scorebuddy

How Sanlam increased the quality of their client resolution center & customer satisfaction with Scorebuddy

Sanlam, one of the largest internationally active insurance groups, needed better visibility into the quality of its client resolution center. Across its contact center and client resolution teams, it was struggling to identify the root causes of quality issues, understand agent performance, and ensure timely, high-quality responses to complaints. Scorebuddy was brought in to help Sanlam improve QA in its complaint handling process.

Using Scorebuddy’s Scorecard Builder and Analytics, Sanlam gained transparency into agent performance, spotted trends, and stored QA results to build useful reports. As a result, Sanlam reduced repeated errors, improved performance in the client resolution department, and gained visibility into training gaps and requirements. According to Sanlam, Scorebuddy helps the team quickly spot improvement areas, coach more effectively, and make better data-driven decisions.

Sanlam

Leonie Cooper

Resolution Manager