Case Study: MAPFRE Brazil boosts retention and protects BRL 1M in revenue with SuccessKPI Automated Quality Management

Mapfre Brazil boosts retention from 1% to 40% with SuccessKPI

Mapfre Brazil, a major insurance provider, was facing a significant challenge with customer retention. When customers called to cancel policies, they were routed to a general service team that had no specific retention strategy, resulting in a very low 1% retention rate on cancellation calls. This process was causing recurring revenue loss, and their manual, sample-based quality monitoring could not identify the behavioral patterns needed to improve outcomes.

To address this, Mapfre Brazil implemented SuccessKPI's AI-powered Automated Quality Management solution. This technology analyzed 100% of their 75,000 monthly calls instead of a small sample, identifying top-performing agents and their successful techniques. SuccessKPI enabled Mapfre to form a dedicated retention team and standardize best practices. Within just two months, this data-driven approach dramatically increased their retention rate from 1% to 40%, protecting over BRL $1 million in revenue.

Mapfre Brazil