Case Study: American International Group (AIG) achieves a 40% increase in first-time fix rate and 20% reduced onsite time with ServicePower

American International Group (AIG) - Customer Case Study

AIG, a leading global insurance organization serving customers in more than 80 countries, needed a way to efficiently dispatch work to a third‑party network while delivering exceptional customer experiences through real‑time communication and job status updates.

AIG deployed ServicePower’s integrated Dispatch, Claims and Customer Portal to intelligently route work, lower job rejections, reduce claim submissions, improve appointment accuracy and boost technician performance. The Customer Portal added self‑service request submission, direct technician communication, arrival tracking and post‑service documentation, while Credentialing and On‑boarding streamlined background checks. The program drove a 40% increase in first‑time fix rate and a 20% reduction in onsite time.

American International Group (AIG)

Greg Leonberger

Vice President, Services Operations