Case Study: AXA achieves process excellence and faster customer-focused claims management with Software AG PPM & MashZone

AXA - Customer Case Study

AXA France, part of the global AXA group serving 102 million clients in 56 countries, aimed to become the preferred insurer by strengthening customer focus and employee engagement. Its claims management organization faced SLA breaches and limited visibility into the root causes of delays, preventing consistent customer satisfaction and the adoption of a process optimization mindset.

By deploying Software AG Process Performance Manager (PPM) and MashZone, AXA consolidated data from its information system, new claims ERP and Salesforce into dashboards that monitor 100+ KPIs across 100+ dimensions and link to root-cause analysis and benchmarking. The solution gives directors and operational managers real-time control to optimize resources, reduce queuing, transform customer service, improve satisfaction and achieve measurable cost reductions.

AXA