Case Study: Achmea boosts customer satisfaction and first-call resolution with Surfly

Achmea boosts first-call resolution and NPS with Surfly

Achmea, a large insurance company with over 13 million customers, faced the challenge of building stronger client relationships through their contact centers across multiple brands. Their goal was to make each digital interaction memorable and effective, as personal contact opportunities were limited. To address this, Achmea turned to the vendor Surfly to enhance their customer service.

Surfly implemented its visual collaboration technology, which added a co-browsing layer on top of Achmea's existing systems without requiring any software downloads. This allowed agents to guide customers on websites in real-time, as if they were sitting together. The solution from Surfly led to higher first-call resolution rates and improved Net Promoter Scores (NPS), transforming customer interactions into efficient, relationship-building experiences at a low implementation cost.

Achmea